Enterprise Customer Success Manager

Ultralytics•Austin, TX

9d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

Familiarity with Ultralytics YOLO, computer vision workflows, or edge deployment is strongly preferred.

Responsibilities

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 and YOLO 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.