Head of Customer Success

Job description

**Firmus Technologies** Firmus Technologies is a global leader pioneering the development and operation of efficient AI infrastructure across Asia Pacific. Founded in Australia in 2019, our mission is to create the most efficient AI infrastructure by combining cutting-edge technology with a steadfast commitment to sustainability. At Firmus, we are unique in our approach. We design, build, and operate a new class of digital infrastructure – the AI Factory. Through our model-to-grid technology approach, we have pushed the boundaries of multi-generational liquid cooling systems, energy management, AI software orchestration, and construction. For our customers, this approach allows us to make every watt count and deliver low-cost AI tokens globally. **Firmus AI Cloud** Our large-scale GPU cloud platform, Firmus AI Cloud, is purpose-built to deliver energy-efficient AI compute at scale to customers. It empowers developers, enterprises, educational institutions, and government users to train and deploy AI models with unmatched efficiency and cost savings. With an ever-growing suite of services and applications, we are committed to delivering a cloud experience that is market-leading, proprietary, and built to scale. **Role Summary** Firmus is executing one of the most ambitious AI infrastructure build-outs in the world — building out approximately 2 million GPUs through to 2028, creating entirely new markets for sovereign AI compute, and scaling to become one of the most prolific AI infrastructure companies globally. As customers move from committed capacity to live production, Firmus AI Cloud is the platform experience that determines whether that scale translates into real customer value. The Head of Customer Success is the single accountable owner for Firmus's customer success function on Firmus AI Cloud — building and leading a team of Customer Success Managers who own the complete customer lifecycle, from pre-deployment onboarding through migration, hypercare, go-live, optimisation, and long-term retention. This is a Director-level, people-leadership role: you will build and lead the Customer Success team, define the function's coverage model, playbooks, and governance rhythms, and personally own the relationships with Firmus's most strategic enterprise customers. This role sits at the center of the customer experience on Firmus AI Cloud — every customer's path from first token to full production scale runs through the team you build and lead. You will work closely with Sales, Engineering, Support, SRE, and Architecture to make sure the function scales commercially and operationally in step with the business, and you will represent Firmus with senior executives across Firmus's enterprise customer base. You will own the function's operating cadence — from platform health and utilisation reviews through executive business reviews — ensuring commitments, performance, and escalations remain visible to both customers and Firmus leadership, while identifying and progressing expansion opportunities across the portfolio. The role is customer-facing with strong technical literacy, focused on workload adoption, value realisation, account governance, and coordination with Firmus engineering and architecture teams, while building the team and playbook that let the function scale beyond what one person could cover alone. This position is ideal for someone who has both closed and led — who can carry key executive relationships personally while also building the team, playbook, and coverage model that lets Customer Success scale as Firmus's enterprise base grows. **Key Responsibilities** - Own segment strategy for Customer Success — defining the coverage model, success playbooks, and governance rhythms across Firmus's enterprise customer base. - Build, lead, and mentor a team of Customer Success Managers, setting portfolio allocation and coverage structure as the customer base grows. - Personally own executive relationships with Firmus's most strategic enterprise customers, acting as Firmus's senior customer success voice. - Design and oversee structured onboarding and migration programs, including environment setup, access and security alignment, data and workload migration, and cutover validation. - Own the executive governance cadence for the function — running business reviews with Firmus leadership on customer health, retention, and expansion. - Coordinate cross-functionally across Engineering, GOC/Support, SRE, and Architecture to remove blockers, manage escalations, and ensure service undertakings are met. - Continuously monitor cost, performance, utilisation, and platform health across the customer base, driving optimisation reviews and identifying expansion opportunities. - Report on customer success health, team performance, pipeline, and risk to the CEO and executive leadership. **Skills & Experience** - 8+ years in Customer Success, Technical Account Management, or Professional Services in a B2B SaaS or infrastructure environment, including people-management experience. - Track record building and leading a high-performing customer success team, ideally within a cloud, infrastructure, or AI compute business. - Strong commercial acumen with demonstrated stakeholder management skills, including building trusted relationships from operational users to senior executives and procurement. - Ability to understand technical concepts (cloud, APIs, data, AI/ML basics) and translate between business outcomes and technical implications, without acting as the solution architect. - Excellent communication, facilitation, and presentation skills, including running structured QBRs, SLA reports, and executive updates. - Strong analytical and problem-solving skills; comfortable working with product usage data, health scores, and revenue metrics to drive team and portfolio decisions. **Location & Reporting** Reporting directly to the Vice President, North America Location: San Francisco, CA, US **Employment Basis** Full-time **Diversity** At Firmus, we are committed to building a diverse and inclusive workplace. We encourage applications from candidates of all backgrounds who are passionate about creating a more sustainable future through innovative engineering solutions. Join us in our mission to revolutionize the AI industry through sustainable practices and cutting-edge engineering. Apply now to be part of shaping the future of sustainable AI infrastructure.