Senior Customer Success Manager

About the role.

You own the strategic direction and execution of customer success initiatives for Firmus Technologies' flagship AI cloud platform in the Asia Pacific region. You orchestrate end-to-end customer journeys, ensuring that enterprise, developer, educational, and government users derive maximum value from Firmus AI Cloud. You act as the primary strategic advisor to customers, aligning their evolving workloads with Firmus model-to-grid infrastructure capabilities. You translate complex AI infrastructure concepts into clear business outcomes, driving adoption, retention, and expansion within your portfolio. You own the relationship at the executive level, serving as the main point of escalation and trust for high-impact customers. You collaborate closely with engineering, product, and sales teams to shape product roadmaps based on real-world usage and feedback. You are responsible for building and maintaining a compelling narrative around Firmus' efficiency, sustainability, and cost advantages in a growing portfolio of mission-critical deployments.

Key facts.

Location: USA

What you'll do.

Develop and execute a strategic account plan for each major customer, outlining adoption milestones, value realization targets, and executive engagement strategies. Drive deep product expertise to guide customers in architecting efficient AI workloads on Firmus AI Cloud, translating technical capabilities into quantifiable operational and financial benefits. Partner with sales and pre-sales teams to identify expansion opportunities, influencing new service adoption and portfolio growth within existing customer organizations. Serve as the central liaison between customers and internal technical teams, owning the resolution of complex escalations and ensuring timely, high-quality issue resolution. Analyze usage patterns and health metrics to proactively identify at-risk accounts, designing and implementing targeted interventions to improve stability and long-term retention. Lead the creation of tailored success plans, training programs, and enablement content that empower customer teams to fully leverage Firmus AI Cloud's proprietary capabilities. Collaborate with product leadership to synthesize customer feedback, translating real-world requirements into prioritized product enhancements and roadmap commitments. Represent customer success insights at executive and cross-functional forums, shaping strategic decisions that impact product development and go-to-market positioning. Establish and monitor key success metrics for each account, reporting on adoption, utilization, and business impact to demonstrate Firmus' value delivery over time. Build and maintain strong executive relationships, positioning Firmus Technologies as a mission-critical partner in the customer's digital and AI infrastructure strategy.

Requirements.

You possess a Bachelor's degree or equivalent practical experience in a relevant field such as technology, engineering, or business. You bring a minimum of eight years of progressive experience in customer success, account management, or a related role within enterprise software or high-tech environments. You have a proven track record of managing complex, multi-stakeholder relationships in large, global organizations across diverse cultural contexts. You demonstrate deep experience in cloud infrastructure, AI platforms, or data center technologies, with a clear understanding of concepts such as model serving, orchestration, and resource efficiency. You have a strong history of achieving and exceeding retention, expansion, and net revenue retention targets in demanding SaaS or cloud environments. You are comfortable interpreting technical documentation and translating complex system architectures into clear, actionable guidance for both technical and non-technical audiences. You hold strong experience with collaboration tools, CRM systems, and customer data platforms to maintain accurate records of interactions, outcomes, and health indicators. You communicate with precision and professionalism in English, both in written and verbal formats, with the ability to influence without direct authority.

Nice to have.

Experience in the Asia Pacific region, particularly in markets where Firmus Technologies operates, is highly desirable. Background in sustainability-focused technology or energy-efficient computing is preferred. Familiarity with AI model training workflows, GPU infrastructure, and data center operations is advantageous. Experience working in regulated sectors such as education or government is valued.

Practical notes.

Hours: Full-time. Travel: As required for customer visits and industry events. Visa: Sponsorship may be considered for eligible candidates. Deadlines: Please refer to the official Firmus Technologies careers portal for current application closing dates.