Enterprise Customer Success Manager

About Ultralytics: At Ultralytics https://ultralytics.com/, we commit to relentless innovation in the AI space and seek team members https://www.ultralytics.com/about who resonate with our ambition to produce the world's best YOLO AI models https://ultralytics.com/yolo. If you're obsessed with AI, eager to make an impact on the world, and thrive in dynamic, high-intensity environments, we invite you to apply for a position on our team. 🌍 Join the team powering the future of vision AI Hello, hola, 你好, こんにちは, नमस्ते, hallo, bonjour! Thanks for stopping by — we know your time is valuable, so here's what makes Ultralytics special. ⚡ Who we are At Ultralytics https://www.ultralytics.com/, we're on a mission to simplify AI for everyone. As the creators of the world's leading Ultralytics YOLO models https://docs.ultralytics.com/models/, we empower millions of developers, researchers, and companies worldwide to build state-of-the-art computer vision applications. Following our $30M Series A round https://www.ultralytics.com/news/ultralytics-raises-30m-series-a, we're scaling our enterprise function from our NYC hub, alongside teams in London, Madrid, and Shenzhen. This is an opportunity to join a fast-scaling, high-performance team redefining the future of vision AI — where ambition meets impact, and ideas become reality. We move fast. We build boldly. We execute with purpose. And we do it together. 💼 About the role As Enterprise Customer Success Manager, you'll own relationships with Ultralytics' most strategic customers and help them realize measurable value from YOLO in production. You'll manage 30–40 enterprise and high-value mid-market accounts across onboarding, deployment, adoption, expansion, and renewal. The CS function, playbooks, and operating rhythm are already established. Your book is yours. You'll work closely with Account Executives, Solution Engineers, Product, and Engineering to guide customers through technically complex computer vision deployments and drive net dollar retention. This role is ideal for a commercially sharp, technically credible customer advocate who can earn trust with ML engineers and executive buyers alike. You will report to the Head of Customer Success. 🚀 What you'll do - Own the full customer lifecycle from contract signature through renewal and expansion. - Lead onboarding with Solution Engineers and drive customers toward their first production deployment. - Build account plans, stakeholder maps, success plans, and mutual action plans for strategic customers. - Drive net dollar retention by leading renewal conversations and identifying expansion opportunities. - Surface new use cases, business units, geographies, and deployment opportunities with your AE partner. - Discuss model architecture, deployment patterns, APIs, and computer vision use cases credibly with technical buyers. - Use Ultralytics documentation https://docs.ultralytics.com/ and YOLO guides https://docs.ultralytics.com/guides/ to support customer outcomes. - Run QBRs, technical reviews, executive check-ins, and adoption conversations independently. - Track account health, risks, product usage, value realization, and renewal forecasts in the CRM. - Partner with AEs on joint account planning, commercial strategy, and expansion handoffs. - Partner with SEs on technical depth, deployment blockers, and solution alignment. - Share escalations, roadmap feedback, and customer insights with Product and Engineering. - Communicate clearly across the organization as the conduit between customers and Ultralytics. 🎯 What success looks like - 60 days: Fully onboarded across your book, with every account health-scored and at-risk customers supported by a clear action plan. - 90 days: Running QBRs and technical reviews independently, surfacing expansion signals, and forecasting renewals due within six months. - 180 days: Owning your book end-to-end, including renewal negotiations, NDR performance, leading indicators, and playbook improvements. 🧠 Skills and experience - 3–5 years of customer-facing experience in technical customer success, solutions engineering, account management, or SaaS. - Experience managing enterprise or high-value mid-market customers through complex, multi-stakeholder deployments. - Technical credibility with ML engineers and technical buyers; you can discuss architecture without bluffing. - Familiarity with developer-facing products, APIs, open source, ML/AI, cloud platforms, or computer vision. - Ability to translate technical value into measurable business outcomes for budget owners. - Strong commercial judgment and confidence leading renewal, expansion, and value conversations. - Proven ability to build trust with skeptical customers without overselling. - Experience using CRM and customer success tools such as Salesforce, HubSpot, Gainsight, or equivalent. - Excellent written and verbal communication, discovery, presentation, and executive relationship skills. - Comfort operating independently without a large implementation or onboarding team behind you. - Fluency in English; additional language skills and international experience are welcome. - Familiarity with Ultralytics YOLO https://github.com/ultralytics/ultralytics, computer vision workflows, or edge deployment is strongly preferred. 🚀 Why this role - Real product pull: YOLO is one of the world's most widely used computer vision technologies, and customers need help turning adoption into value. - True enterprise accounts: Work with Fortune 500 companies and category leaders across manufacturing, logistics, retail, pharmaceuticals, and beyond. - Aligned incentives: Own renewals, earn on uplift, and share in expansion success with your AE partner. - Established foundation: Plug into existing CS frameworks while helping shape how the function scales globally. - Meaningful technical impact: Help customers build production systems using Ultralytics solutions https://www.ultralytics.com/solutions across the vision AI ecosystem. 🔎 What this role isn't This isn't a CSM seat at a large SaaS company with professional services, onboarding specialists, TAMs, and renewal managers doing the heavy lifting. There's no oversized support cast. This is for someone who wants to own a book, run it commercially, and be the technical voice in the room. 🌟 Cultural fit At Ultralytics, we set bold goals and execute with speed, precision, and teamwork. We're driven by hard work, ambition, and resilience — building fast, learning constantly, and delivering measurable impact. You'll thrive here if you: - Take ownership and deliver results with focus and accountability. - Combine strategic thinking with hands-on execution. - Value excellence, grit, and creativity in equal measure. - Communicate directly, learn quickly, and act with urgency. - Treat customers and colleagues with respect while holding a high bar. 💰 Compensation and benefits We reward excellence and impact — not just tenure or title. - Competitive compensation: Competitive compensation packages - Equity package: Our success is yours too. - Hybrid NYC role: Collaborate regularly from our New York office. - Generous time off: 24 vacation days, your birthday off, plus local holidays. - Apple MacBook Pro, Apple Studio Display, and AirPods Pro 3. - Dedicated learning and development budget. - Reports to: Head of Customer Success. - Interview process: Screening with VP Sales & Success or Head of Customer Success, case study with VP Sales & Success and Head of Customer Success, and final round with the CEO. 🌎 Where and how you can work We believe great work happens where passion meets purpose. - This is a full-time, hybrid role based in New York City. - Applicants must have legal authorization to work in the United States. - We value regular in-person collaboration, energy, and connection from our NYC hub. Learn more about our office locations. 🚀 Why join us We're not just building models — we're building the ecosystem powering the future of vision AI. Join a global team helping customers deploy impactful AI through YOLO https://docs.ultralytics.com/models/, contribute to an ambitious open-source community on GitHub https://github.com/ultralytics, and shape the next chapter of enterprise computer vision. ⚡ Ready to help customers unlock the future of vision AI? Apply now. https://www.ultralytics.com/careers What we offer: Cutting-Edge, Next-Generation AI Computer Vision Technology: Contribute to building cutting-edge computer vision AI models based on the YOLO framework. Impactful Work: Shape the future of AI-powered solutions that transform industries. Collaborative Culture: Join a talented and passionate team that values open communication and innovation. Ultralytics Handbook Comprehensive guide to our company's mission, vision, values, and operational practices. This handbook is designed to provide key insights and resources for our (future) team members, collaborators, and community to align with Ultralytics' core principles. Link: https://handbook.ultralytics.com/ Ultralytics is an equal opportunity employer committed to building an inclusive workplace. We believe that everyone should be able to bring their whole selves to work, and we do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability, or any other legally protected status.