# Head of Customer Success at firmus

- Company: firmus
- What the company does: Your AI ally in preconstruction clarity — Actionable insights to reduce risk and elevate project quality for GCs, Architects, and Developers.
- Company website: https://firmus.ai
- Type: Startups (AI role)
- Level: Principal and up
- Location: San Francisco, California, United States
- Work setup: On-site
- Posted: 2026-08-14
- Apply by: 2026-10-08
- Apply: https://job-boards.greenhouse.io/firmus/jobs/5383998008
- Page: https://www.1752.vc/careers/jobs/firmus-head-of-customer-success/

## 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

Tags: Sales