Firmus is executing one of the most ambitious AI infrastructure build-outs in the world — 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.