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, optimisingthe 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-solving skills; comfortable working with product usage data, health scores and revenue metrics to drive decisions.

Solid organisation and project-management capability to manage multiple accounts, competing priorities and cross-functional workstreams.

Location & Reporting

Reporting directly to the Sales function and the CEO, this role will be based at the Firmus Sydney, Australia, officewith travel to customers across APAC hubs as required.

Firmus

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Senior Customer Success Manager

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