Head of Customer Success

About the Company

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. We design, build, and operate a new class of digital infrastructure—the AI Factory—using a model-to-grid technology approach to push boundaries in multi-generational liquid cooling systems, energy management, AI software orchestration, and construction. For our customers, this approach delivers low-cost AI tokens globally by making every watt count.

About Firmus AI Cloud

Our large-scale GPU cloud platform, Firmus AI Cloud, is purpose-built to deliver energy-efficient AI compute at scale. 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 market-leading, proprietary cloud experience built to scale.

About the Role

Firmus is executing one of the most ambitious AI infrastructure build-outs in the world, aiming to deploy approximately 2 million GPUs through to 2028. This initiative is creating new markets for sovereign AI compute and scaling Firmus into one of the most prolific AI infrastructure companies globally. As customers transition from committed capacity to live production, Firmus AI Cloud becomes the critical platform ensuring this 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. In this Director-level, people-leadership role, you will build and lead a team of Customer Success Managers who own the complete customer lifecycle—from pre-deployment onboarding through migration, hypercare, go-live, optimization, and long-term retention. You will define the function's coverage model, playbooks, and governance rhythms while personally owning relationships with Firmus's most strategic enterprise customers. This role sits at the center of the customer experience, ensuring every customer's journey from first token to full production scale is seamless.

Responsibilities

• Own the 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 the senior customer success voice for the company.
• 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, utilization, and platform health across the customer base, driving optimization reviews and identifying expansion opportunities.
• Report on customer success health, team performance, pipeline, and risk to the CEO and executive leadership.

Qualifications & Skills

• 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

This full-time role reports directly to the Vice President, North America and is based in San Francisco, CA, US.