Senior Customer Success Manager

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, proprietary, and built to scale.   Why you’ll love working here   As an NVIDIA Cloud and Engineering partner in Asia Pacific, you will gain skills, experience, and exposure across the AI industry and be part of shaping what this industry looks like for    decades to come.    We are founder-led, not a big corporate. Decisions happen fast, our leaders are accessible, and there's minimum bureaucracy between you and the work.    Ownership comes early. Whatever your role, you will have a direct line to outcomes, helping shape how the business grows as we scale nationally across a long-term, large-scale roadmap.   Work alongside founders and experts in AI infrastructure, energy systems  and next-generation compute.    What we build here has impact beyond the business. Our AI Factories are designed to  operate  as assets to the energy grid to actively strengthen the communities and regions they  operate  in rather than drawing from them.    Role Summary   The Senior Customer Success Manager is the single accountable owner for a portfolio of strategic enterprise customers on Firmus AI Cloud. You will drive the complete customer lifecycle — from pre-deployment onboarding through migration,  hypercare , go-live,  optimisation , and long-term retention — with direct responsibility for customer success, growth, and commercial outcomes.    This is a hybrid role spanning project delivery, platform health management, customer relationship ownership, and structured success execution. You will coordinate onboarding and migration programs,  monitor  platform performance and operational health, build deep relationships with customer stakeholders, and drive measurable outcomes through repeatable playbooks and governance rhythms.       You will ensure every customer entering Firmus AI Cloud or consuming large-scale AI Factory services experiences a seamless pathway from first token to full production scale,  optimising   the  Time to First Token  (TTFT), while  identifying  and progressing expansion opportunities that drive revenue growth.    The role is customer-facing with strong technical literacy, focused on workload adoption, value  realisation , account governance, and coordination with Firmus engineering and architecture teams. Deep technical design work is supported by  Firmus Solution  Architects — your focus is on customer readiness, commercial outcomes, and ensuring customers achieve measurable value from Firmus.    This position is ideal for someone who thrives on solving real customer problems, building deep executive relationships, and acting as the single accountable owner for an enterprise customer's success, retention, and growth on Firmus.    Key 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.   Skills & Experience   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