Job descriptionThe
IOC Senior Account Manager serves as the strategic conduit between the IOC (Integrated Operations Center) analytics team and enterprise customers, owning customer outcomes across performance, utilization, and overall value realization.
This role is responsible for translating operational and infrastructure analytics into actionable insights that drive performance optimization, efficiency, and long-term customer success within AI and high-performance computing (HPC) environments.
Highly customer-facing and consultative, the position leads regular performance reviews, advises on optimization strategies, and ensures alignment between customer objectives and IREN's operational capabilities.
The ideal candidate combines strong customer relationship management, technical fluency in infrastructure performance, and a data-driven mindset in mission-critical environments.
Job requirements - 5 to 8+ years of experience owning customer relationships in infrastructure-driven environments, such as data centers, cloud platforms, AI/HPC, or other mission-critical operations
- Demonstrated experience supporting high-density, high-performance computing environments (AI/ML, HPC, etc.); prior hyperscaler or large-scale enterprise account management experience strongly preferred given the complexity and de-risking requirements of this site.
- Proven success in customer success management, technical account management, or service delivery roles with direct accountability for customer outcomes
- Demonstrated ability to lead executive-level customer engagements, including performance reviews, quarterly business reviews (QBRs), and strategic advisory discussions
- Strong capability to translate infrastructure, performance, and utilization analytics into clear, actionable business insights for both technical and non-technical stakeholders
- Experience advising customers using performance metrics, reporting frameworks, and service health indicators to drive optimization and long-term value realization
- Working knowledge of AI and HPC environments, including GPU-based infrastructure, combined with an understanding of data center operations and service management frameworks such as ITIL
- Exceptional stakeholder management, customer advocacy, and problem-solving skills in complex, high-availability environments
- Bachelor's degree in Business, Engineering, Information Technology, or a related field, or equivalent practical experience
Other important requirements- Pre-employment screening, including background check and substance testing may be required according to company policies.
Job responsibilities - Own the overall customer relationship and serve as the single point of accountability for customer success outcomes, including performance, utilization, reliability, and long-term value realization
- Act as the strategic interface between enterprise customers and IREN's IOC analytics, operations, and engineering teams, ensuring customer priorities are clearly understood and executed against
- Lead executive-level customer engagements, including regular operational reviews and quarterly business reviews (QBRs), focused on outcomes, trends, and strategic alignment
- Participate in pre-sales deal close handoff: introduced to the customer by frontline sales prior to contract signature to establish continuity and accelerate onboarding readiness.
- Drive end-to-end internal resolution of customer issues, serving as the single accountable owner across all internal teams; eliminates ambiguity on ownership and ensures no issue falls between organizational boundaries.
- Use IOC analytics, performance metrics, and utilization data to proactively advise customers on optimization opportunities, risk areas, and efficiency improvements
- Translate complex infrastructure, GPU, and workload performance data into clear, business-relevant insights that support customer decision-making
- Establish and maintain customer health indicators, proactively identifying risks, performance degradation, or misalignment with customer objectives
- Provide strategic guidance on infrastructure scaling, workload optimization, and capacity planning to support customer growth and evolving demand
- Serve as the customer advocate during incidents and service disruptions, owning customer communication, expectation management, and post-incident follow-up
- Oversee service governance activities, including SLA performance, KPI tracking, and corrective action planning, ensuring commitments are met or exceeded
- Partner cross-functionally with IOC, site operations, engineering, network, and product teams to align internal execution with customer expectations
- Support the full customer lifecycle from onboarding through expansion, ensuring a consistent, high-quality customer experience
- Own the commercial relationship with assigned accounts: coordinate upsell and cross-sell opportunities with frontline sales, and hold accountability for customer retention and revenue expansion.
- Identify opportunities to deepen customer engagement and expand service adoption based on operational insights and customer needs
- Partner with the Solutions Architect assigned to each account to jointly own escalations, issue resolution, and customer calls; the Accounts Manager and Solutions Architect operate as a paired team, reducing reliance on senior engineering resources for routine customer engagement.
Job benefits The IREN Package
At IREN, we offer a highly competitive compensation package that includes base salary, annual performance incentives, and opportunities to build long-term wealth through equity programs. These offerings are part of our broader Total Rewards package, thoughtfully designed to support your health, well-being, and long-term success.
Compensation
- Actual compensation will be determined based on factors such as experience, qualifications, and market data for the region.
- Total Compensation package may be inclusive of short-term and long-term incentives.
- Relocation (as applicable and based on successful candidate circumstances)
Health & Wellness
- Medical, dental, and vision insurance coverage - 100% company paid for employees, 75% company paid coverage for dependents
- Company-paid life and disability insurance
- Voluntary life, critical illness, and accident coverage available
- Health Savings Accounts (HSA) - when combined with the High-Deductible Health Plan
- Employee Assistance Program and wellness resources
Financial Well-Being
- 401(k) retirement plan with company match
- Financial wellness tools and resources
Time Off & Flexibility
- Paid Time Off (PTO) and paid holidays
- Flexible work arrangements
Growth & Development
- Opportunities for advancement and internal mobility
- Training and personal development opportunities
Lifestyle & Culture
- Company events and team-building activities
We value diverse perspectives and believe that skills can be developed. If you're passionate about this role, we want to hear from you - whether you meet every criteria or not. Your unique experiences might be exactly what we need!
