Head of Customer Success

Firmus Technologies • San Francisco, CA

7d • Onsite

About The Position

Firmus Technologies is a global leader in AI infrastructure, focused on developing and operating efficient AI infrastructure across the Asia Pacific region. Founded in Australia in 2019, the company's mission is to create the most efficient AI infrastructure by combining cutting-edge technology with a commitment to sustainability. Firmus designs, builds, and operates a new class of digital infrastructure called the 'AI Factory,' utilizing a model-to-grid technology approach that has advanced liquid cooling systems, energy management, AI software orchestration, and construction. This approach enables them to maximize energy efficiency and deliver low-cost AI tokens globally. Their platform, Firmus AI Cloud, is a large-scale GPU cloud platform designed for energy-efficient AI compute at scale, serving developers, enterprises, educational institutions, and government users. The company is undertaking a significant AI infrastructure build-out, aiming for approximately 2 million GPUs by 2028, creating new markets for sovereign AI compute and scaling to become a major global AI infrastructure company.

Requirements

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed