Senior Customer Success Manager

Firmus Technologies • San Francisco, CA

1d • Hybrid

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 incorporates advanced liquid cooling, 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 emphasizes rapid decision-making, accessibility of leaders, and minimal bureaucracy, offering employees early ownership and a direct impact on business growth. Working at Firmus provides exposure to the AI industry and the opportunity to shape its future, alongside founders and experts in AI infrastructure, energy systems, and next-generation compute. The company's AI Factories are designed to positively impact the energy grid and communities where they operate.

Requirements

• 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.

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.

What This Job Offers

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