Senior Account Manager (AI Infrastructure)

IREN•San Francisco, CA

About The Position

The 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.

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
Pre-employment screening, including background check and substance testing may be required according to company policies.

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.

Benefits

Base salary
Annual performance incentives
Equity programs
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
401(k) retirement plan with company match
Financial wellness tools and resources
Paid Time Off (PTO) and paid holidays
Flexible work arrangements
Opportunities for advancement and internal mobility
Training and personal development opportunities
Company events and team-building activities