Head of Customer Success

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. 

  

Role Summary 

Firmus is executing one of the most ambitious AI infrastructure build-outs in the world — building out approximately 2 million GPUs through to 2028, creating entirely new markets for sovereign AI compute, and scaling to become one of the most prolific AI infrastructure companies globally. As customers move from committed capacity to live production, Firmus AI Cloud is the platform experience that determines whether that scale translates into real customer value. 

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. This is a Director-level, people-leadership role: you will build and lead the Customer Success team, define the function's coverage model, playbooks, and governance rhythms, and personally own the relationships with Firmus's most strategic enterprise customers. 

This role sits at the center of the customer experience on Firmus AI Cloud — every customer's path from first token to full production scale runs through the team you build and lead. You will work closely with Sales, Engineering, Support, SRE, and Architecture to make sure the function scales commercially and operationally in step with the business, and you will represent Firmus with senior executives across Firmus's enterprise customer base.  

You will own the function's operating cadence — from platform health and utilisation reviews through executive business reviews — ensuring commitments, performance, and escalations remain visible to both customers and Firmus leadership, while identifying and progressing expansion opportunities across the portfolio.  

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, while building the team and playbook that let the function scale beyond what one person could cover alone. 

This position is ideal for someone who has both closed and led — who can carry key executive relationships personally while also building the team, playbook, and coverage model that lets Customer Success scale as Firmus's enterprise base grows.  

 

Key Responsibilities 

• Own segment strategy for Customer Success — definin