Your AI ally in preconstruction clarity — Actionable insights to reduce risk and elevate project quality for GCs, Architects, and Developers.
About the role
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.
What they're looking for
- 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
More about this role
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,...
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