Senior Customer Success Manager

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. **Why you’ll love working here** As an NVIDIA Cloud and Engineering partner in Asia Pacific, you will gain skills, experience, and exposure across the AI industry and be part of shaping what this industry looks like for decades to come. We are founder-led, not a big corporate. Decisions happen fast, our leaders are accessible, and there's minimum bureaucracy between you and the work. Ownership comes early. Whatever your role, you will have a direct line to outcomes, helping shape how the business grows as we scale nationally across a long-term, large-scale roadmap. Work alongside founders and experts in AI infrastructure, energy systems and next-generation compute. What we build here has impact beyond the business. Our AI Factories are designed to operate as assets to the energy grid to actively strengthen the communities and regions they operate in rather than drawing from them. **Role Summary** The Senior Customer Success Manager is the single accountable owner for a portfolio of strategic enterprise customers on Firmus AI Cloud. You will drive the complete customer lifecycle — from pre-deployment onboarding through migration, hypercare, go-live, optimisation, and long-term retention — with direct responsibility for customer success, growth, and commercial outcomes. This is a hybrid role spanning project delivery, platform health management, customer relationship ownership, and structured success execution. You will coordinate onboarding and migration programs, monitor platform performance and operational health, build deep relationships with customer stakeholders, and drive measurable outcomes through repeatable playbooks and governance rhythms. You will ensure every customer entering Firmus AI Cloud or consuming large-scale AI Factory services experiences a seamless pathway from first token to full production scale, optimising the *Time to First Token* (TTFT), while identifying and progressing expansion opportunities that drive revenue growth. 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. Deep technical design work is supported by Firmus Solution Architects — your focus is on customer readiness, commercial outcomes, and ensuring customers achieve measurable value from Firmus. This position is ideal for someone who thrives on solving real customer problems, building deep executive relationships, and acting as the single accountable owner for an enterprise customer's success, retention, and growth on Firmus. **Key Responsibilities** - Own the end‑to‑end customer lifecycle for your portfolio, guiding accounts from initial onboarding through migration, early‑life hypercare, go‑live and steady‑state operation, with clear success plans and timelines at each stage. - Design and run structured implementation programs that cover environment setup, access and security alignment, data and workload migration, cutover planning and validation of performance, integrity, networking and security posture before and after go‑live. - Coordinate day‑to‑day delivery across Firmus teams (PM, Engineering, GOC/Support, SRE, Architecture) to remove blockers quickly, manage issues and escalations, and ensure service undertakings are consistently met or exceeded. - Provide high‑touch engagement during early workloads, including proactive monitoring, check‑ins and incident management, then transition customers into a stable operating rhythm with clear ownership, governance and communication channels. - Continuously monitor cost, performance, utilisation and data flows, leading regular optimisation reviews to recommend improvements and to identify opportunities for customers to scale, simplify or deepen use of Firmus GPU and platform services. **Skills & Experience** - Proven experience in a B2B SaaS or infrastructure environment in a Customer Success, Account or Technical Account Management, Professional Services or similar client-facing role with commercial accountability. - 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 decisions. - Solid organisation and project-management capability to manage multiple accounts, competing priorities and cross-functional workstreams. **Location & Reporting** Reporting directly to the Vice President, North America Location: this role will be based in 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.