Service Customer Success Manager (Critical Infrastructure)

TL;DR

Service Customer Success Manager (Critical Infrastructure): Maximizing customer value and lifetime revenue across the installed base of power and thermal systems with an accent on service contract renewals and strategic account management. Focus on driving recurring revenue growth, ensuring SLA performance, and promoting the adoption of advanced monitoring solutions.

Location: Sydney, Australia

Company

hirify.global provides critical infrastructure solutions, including power and thermal systems, for data centers and industrial environments.

What you will do

• Own assigned customer accounts across the service lifecycle, acting as the primary point of contact for service matters.
• Drive renewals of service contracts and identify upsell/cross-sell opportunities for upgrades and digital services.
• Conduct regular business reviews (QBRs) and monitor system performance and service KPIs.
• Collaborate with Field Service and Operations teams to ensure service delivery meets SLA commitments and quality standards.
• Provide proactive recommendations to improve customer infrastructure efficiency, resilience, and lifecycle costs.
• Manage records of customer assets and support lifecycle planning for expansions and replacements.

Requirements

• Bachelor’s degree in Engineering, Business, or a related field.
• 5–10+ years of experience in customer success, service sales, or account management.
• Experience in data centers, critical infrastructure, or industrial service environments.
• Proven track record in managing enterprise or strategic accounts.
• Technical understanding of power, cooling, and critical infrastructure systems.
• Must be legally authorized to work in the designated location.

Culture & Benefits

• Role as a trusted advisor managing mission-critical infrastructure for strategic clients.
• Collaborative environment working across a matrix, cross-functional structure.
• Moderate travel requirements (20–40%) depending on the customer portfolio.
• Focus on data-driven insights to provide actionable value to customers.