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.