Head of Customer Success
On-siteSan Francisco, California, United States
Job Summary
Own segment strategy for Customer Success by defining coverage models, playbooks, and governance rhythms across the enterprise base. Build and lead a team of Customer Success Managers while personally owning executive relationships with strategic accounts. Design onboarding and migration programs covering environment setup, security alignment, and workload cutover validation. Run executive business reviews with leadership on health, retention, and expansion, while coordinating cross-functionally with Engineering, Support, SRE, and Architecture to manage escalations. Monitor cost, performance, and platform utilization to drive optimization and identify growth opportunities. Report team performance, pipeline, and risks to the CEO. This role supports Firmus's ambitious 2 million GPU build-out, ensuring the AI Cloud platform delivers real value as customers transition to production.
Required Qualifications
- 8+ years in Customer Success, Technical Account Management, or Professional Services in a B2B SaaS or infrastructure environment
- people-management experience
- Track record building and leading a high-performing customer success team
- ideally within a cloud, infrastructure, or AI compute business
- Strong commercial acumen
- demonstrated stakeholder management skills
- Ability to understand technical concepts (cloud, APIs, data, AI/ML basics)
- Excellent communication, facilitation, and presentation skills
- Strong analytical and problem-solving skills
- comfortable working with product usage data, health scores, and revenue metrics
Desired Qualifications
- demonstrated stakeholder management skills, including building trusted relationships from operational users to senior executives and procurement
- ideally within a cloud, infrastructure, or AI compute business
- 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
- running structured QBRs, SLA reports, and executive updates
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