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About the Role

Firmus is executing one of the most ambitious AI infrastructure build-outs in the world. The Head of Customer Success will own the complete customer lifecycle on Firmus AI Cloud, building and leading a team of Customer Success Managers. This Director-level role involves defining the function's strategy, playbooks, and governance, while personally managing relationships with strategic enterprise customers and representing Firmus to senior executives.

Responsibilities

Own segment strategy for Customer Success, defining coverage model, success playbooks, and governance rhythms.
Build, lead, and mentor a team of Customer Success Managers, setting portfolio allocation and coverage structure.
Personally own executive relationships with Firmus's most strategic enterprise customers.
Design and oversee structured onboarding and migration programs.
Own the executive governance cadence for the function, running business reviews on customer health, retention, and expansion.
Coordinate cross-functionally across Engineering, GOC/Support, SRE, and Architecture to remove blockers and manage escalations.
Continuously monitor cost, performance, utilisation, and platform health, driving optimisation and identifying expansion opportunities.
Report on customer success health, team performance, pipeline, and risk to the CEO and executive leadership.

Requirements

8+ years in Customer Success, Technical Account Management, or Professional Services in a B2B SaaS or infrastructure environment.
Includes 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.
Ability to understand technical concepts and translate between business outcomes and technical implications.
Excellent communication, facilitation, and presentation skills.
Strong analytical and problem-solving skills.
Comfortable working with product usage data, health scores, and revenue metrics.

Skills

Customer Success
Technical Account Management
Professional Services
People Management
Cloud
Infrastructure
AI Compute
Commercial Acumen
Stakeholder Management
Technical Literacy
Communication
Facilitation
Presentation
Analytical Skills
Problem-Solving
Product Usage Data Analysis
Health Score Analysis
Revenue Metrics Analysis

Location

San Francisco, CA, US

Work Type

Full-time

Experience Level

8+ years
Director-level

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.
Our model-to-grid technology approach has pushed the boundaries of multi-generational liquid cooling systems, energy management, AI software orchestration, and construction.
Firmus AI Cloud is a large-scale GPU cloud platform 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.
We are committed to delivering a market-leading, proprietary, and scalable cloud experience.

Equal Opportunity

At Firmus, we are committed to building a diverse and inclusive workplace.
We encourage applications from candidates of all backgrounds who are passionate about creating a more sustainable future through innovative engineering solutions.
Join us in our mission to revolutionize the AI industry through sustainable practices and cutting-edge engineering.