Head of Customer Success

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 m...

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, proprietary, and built to sc...

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. 

 

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.