FT
Senior Customer Success Manager
full-time•Sydney
Summary
About this role
<p><strong><span data-contrast="none"><span data-ccp-parastyle="No Spacing">Role Summary</span></span></strong><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span></p>
<p><span data-contrast="none"><span data-ccp-parastyle="No Spacing">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, </span><span data-ccp-parastyle="No Spacing">hypercare</span><span data-ccp-parastyle="No Spacing">, go-live, </span><span data-ccp-parastyle="No Spacing">optimisation</span><span data-ccp-parastyle="No Spacing">, and long-term retention — with direct responsibility for customer success, growth, and commercial outcomes. </span></span><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span></p>
<p><span data-contrast="none"><span data-ccp-parastyle="No Spacing"> </span></span><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span></p>
<p><span data-contrast="none"><span data-ccp-parastyle="No Spacing">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, </span><span data-ccp-parastyle="No Spacing">monitor</span><span data-ccp-parastyle="No Spacing"> platform performance and operational health, build deep relationships with customer stakeholders, and drive measurable outcomes through repeatable playbooks and governance rhythms. </span></span><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span></p>
<p><span data-contrast="none"><span data-ccp-parastyle="No Spacing"> </span></span><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span></p>
<p><span data-contrast="none"><span data-ccp-parastyle="No Spacing">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, </span><span data-ccp-parastyle="No Spacing">optimising</span><span data-ccp-parastyle="No Spacing"> </span><span data-ccp-parastyle="No Spacing">the </span></span><em><span data-contrast="none"><span data-ccp-parastyle="No Spacing">Time to First Token</span></span></em><span data-contrast="none"><span data-ccp-parastyle="No Spacing"> (TTFT), while </span><span data-ccp-parastyle="No Spacing">identifying</span><span data-ccp-parastyle="No Spacing"> and progressing expansion opportunities that drive revenue growth. </span></span><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span></p>
<p><span data-contrast="none"><span data-ccp-parastyle="No Spacing"> </span></span><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span></p>
<p><span data-contrast="none"><span data-ccp-parastyle="No Spacing">The role is customer-facing with strong technical literacy, focused on workload adoption, value </span><span data-ccp-parastyle="No Spacing">realisation</span><span data-ccp-parastyle="No Spacing">, account governance, and coordination with Firmus engineering and architecture teams. Deep technical design work is supported by </span><span data-ccp-parastyle="No Spacing">Firmus Solution</span><span data-ccp-parastyle="No Spacing"> Architects — your focus is on customer readiness, commercial outcomes, and ensuring customers achieve measurable value from Firmus. </span></span><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span></p>
<p><span data-contrast="none"><span data-ccp-parastyle="No Spacing"> </span></span><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span></p>
<p><span data-contrast="none"><span data-ccp-parastyle="No Spacing">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. </span></span><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span></p>
<p><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span></p>
<p><strong><span data-contrast="none"><span data-ccp-parastyle="No Spacing">Key Responsibilities</span></span></strong><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p>
<p><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none"><span data-ccp-parastyle="No Spacing">Own the end‑to‑end customer lifecycle for your portfolio, guiding accounts from </span><span data-ccp-parastyle="No Spacing">initial</span><span data-ccp-parastyle="No Spacing"> onboarding through migration, early‑life </span><span data-ccp-parastyle="No Spacing">hypercare</span><span data-ccp-parastyle="No Spacing">, go‑live and steady‑state operation, with clear success plans and timelines at each stage. </span></span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">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. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">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. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">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. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none"><span data-ccp-parastyle="No Spacing">Continuously </span><span data-ccp-parastyle="No Spacing">monitor</span><span data-ccp-parastyle="No Spacing"> cost, performance, </span><span data-ccp-parastyle="No Spacing">utilisation</span><span data-ccp-parastyle="No Spacing"> and data flows, leading regular </span><span data-ccp-parastyle="No Spacing">optimisation</span><span data-ccp-parastyle="No Spacing"> reviews to recommend improvements and to </span><span data-ccp-parastyle="No Spacing">identify</span><span data-ccp-parastyle="No Spacing"> opportunities for customers to scale, simplify or deepen use of Firmus GPU and platform services.</span></span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></li>
</ul>
<p><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span></p>
<p><strong><span data-contrast="none"><span data-ccp-parastyle="No Spacing">Skills & Experience</span></span></strong><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span></p>
<p><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="No Spacing">Proven experience in a B2B SaaS or infrastructure environment in a Customer Success, Account </span><span data-ccp-parastyle="No Spacing">or Technical Account Management, Professional </span><span data-ccp-parastyle="No Spacing">Services</span><span data-ccp-parastyle="No Spacing"> or similar client-facing role with commercial accountability. </span></span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Strong commercial acumen with demonstrated stakeholder management skills, including building trusted relationships from operational users to senior executives and procurement. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">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. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Excellent communication, facilitation and presentation skills, including running structured QBRs, SLA reports and executive updates. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Strong analytical and problem-solving skills; comfortable working with product usage data, health scores and revenue metrics to drive decisions. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="auto">Solid organisation and project-management capability to manage multiple accounts, competing priorities and cross-functional workstreams.</span><span data-ccp-props="{}"> </span></li>
</ul>
<p><strong><span data-contrast="none"><span data-ccp-parastyle="No Spacing">Location & Reporting</span></span></strong><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}"> </span></p>
<p><span data-contrast="none"><span data-ccp-parastyle="No Spacing">Report</span><span data-ccp-parastyle="No Spacing">ing directly to the Sales function and the CE</span><span data-ccp-parastyle="No Spacing">O, </span><span data-ccp-parastyle="No Spacing">this role will be based at the Firm</span><span data-ccp-parastyle="No Spacing">u</span><span data-ccp-parastyle="No Spacing">s Sydney, Australia, office</span><span data-ccp-parastyle="No Spacing"> </span></span><span data-contrast="auto"><span data-ccp-parastyle="No Spacing">with </span></span><span data-contrast="none"><span data-ccp-parastyle="No Spacing">travel </span><span data-ccp-parastyle="No Spacing">to customers</span><span data-ccp-parastyle="No Spacing"> across APAC hubs</span><span data-ccp-parastyle="No Spacing"> as </span><span data-ccp-parastyle="No Spacing">required</span><span data-ccp-parastyle="No Spacing">.</span><span data-ccp-parastyle="No Spacing"> </span></span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p>
What you'll do
- Own the end-to-end customer lifecycle for a portfolio of strategic enterprise customers, guiding them from onboarding through to steady-state operation. Design and run structured implementation programs while coordinating day-to-day delivery across Firmus teams to ensure customer success.
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Frequently Asked Questions
What does a Senior Customer Success Manager do at Firmus Technologies?
As a Senior Customer Success Manager at Firmus Technologies, you will: own the end-to-end customer lifecycle for a portfolio of strategic enterprise customers, guiding them from onboarding through to steady-state operation. Design and run structured implementation programs while coordinating day-to-day delivery across Firmus teams to ensure customer success..
Is the Senior Customer Success Manager position at Firmus Technologies remote?
The Senior Customer Success Manager position at Firmus Technologies is based in Sydney, New South Wales, Australia. Contact the company through Clera for specific work arrangement details.
How do I apply for the Senior Customer Success Manager position at Firmus Technologies?
You can apply for the Senior Customer Success Manager position at Firmus Technologiesdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.