Senior Customer Success Manager

Roboflow

8d•Remote

About The Position

Our mission is to make the world programmable. Sight is one of the key ways we understand the world, and soon this will be true for the software we use, too. We’re building the tools, community, and resources needed to make the world programmable with artificial intelligence. Roboflow simplifies building and using computer vision models. Today, over 1M+ developers, including those from half the Fortune 100, use Roboflow’s machine learning open source and hosted tools to accelerate scientific research, improve industrial operations, strengthen safety, modernize logistics, and create entirely new automation possibilities. Roboflowers are passionate builders who value ownership, accountability, and a bias toward action. We're curious, hands-on with new tech, and prefer showing our work over talking about it. Many of us have a founder mindset and thrive in our high-autonomy environment. You are an experienced Customer Success leader who understands the complexities of scaling computer vision and machine learning solutions across enterprise and global environments. You may have been a TAM, CSM, Program Manager, or Solutions Architect — regardless of title, you have led customers through technical transformation, rollout planning, and measurable value realization. You are comfortable guiding both executives and hands-on technical teams. You can take a chaotic, multi-region deployment landscape and create clarity, structure, and predictable execution. You understand how to interpret model performance, how to read the operational signals of a healthy (or unhealthy) ML pipeline, and how to help customers map business value from technical capabilities. Variety energizes you. Ownership drives you. You enjoy working across functions — Sales, Support, Engineering, Product, Field — and you know how to build strong partnerships with each. You balance strategic thinking with tactical execution, ensuring customers feel confident in their adoption journey and Roboflow feels aligned with the customer’s goals. Our customers are not just adopting a tool — they are implementing computer vision as a core operational capability. For them to succeed, Customer Success must be consultative, technically credible, programmatically strong, and proactive in identifying both risk and opportunity. As a Senior CSM, you will manage: A small number of Roboflow’s most strategic, global, multi-region customers A portfolio of enterprise customers in various stages of onboarding, deployment, and scaling You will act as the global owner of the customer relationship, coordinating multiple Roboflow teams (Named Support Engineers, Implementation Engineers, Forward Deployed Engineers, Product, Support) to ensure consistent delivery and value realization across regions. You will be accountable for executive alignment, adoption growth, program governance, deployment maturity, and renewal readiness across your book of business.

Requirements

You are an experienced Customer Success leader who understands the complexities of scaling computer vision and machine learning solutions across enterprise and global environments.
You may have been a TAM, CSM, Program Manager, or Solutions Architect — regardless of title, you have led customers through technical transformation, rollout planning, and measurable value realization.
You are comfortable guiding both executives and hands-on technical teams.
You can take a chaotic, multi-region deployment landscape and create clarity, structure, and predictable execution.
You understand how to interpret model performance, how to read the operational signals of a healthy (or unhealthy) ML pipeline, and how to help customers map business value from technical capabilities.
Variety energizes you. Ownership drives you.
You enjoy working across functions — Sales, Support, Engineering, Product, Field — and you know how to build strong partnerships with each.
You balance strategic thinking with tactical execution, ensuring customers feel confident in their adoption journey and Roboflow feels aligned with the customer’s goals.

Nice To Haves

Background in ML Ops, applied ML, industrial automation, or complex SaaS deployments
Experience managing global rollouts or multi-site production deployments
Familiarity with Jetson devices, industrial cameras, or real-time inference systems
Experience quantifying business value from ML or automation solutions

Responsibilities

Serve as the senior relationship owner for global and enterprise customers
Build and maintain strategic account plans, success charters, deployment inventories, and value frameworks
Lead QBRs, executive reviews, roadmap conversations, and global coordination calls
Provide strategic guidance on dataset quality, training governance, workflow architecture, and deployment scaling
Drive measurable improvements in adoption, performance, and business outcomes
Coordinate multi-region deployments with Named Support Engineers, Implementation Engineers, and Forward Deployed Engineers to ensure consistent rollout standards
Monitor operational signals (model performance, inference server stability, usage patterns) to proactively identify risks
Oversee escalations end-to-end, ensuring clear communication, expectation-setting, and follow-through
Standardize playbooks for deployment maturity, rollout sequencing, and cross-site consistency
Lead onboarding for new enterprise customers, defining 30/60/90-day success plans
Guide customers through workflow design, dataset structuring, training cycles, and evaluation best practices
Run regular cadence reviews, value assessments, and adoption mapping for your portfolio
Identify expansion opportunities and partner with Sales to progress them
Translate customer insights into structured product feedback
Influence roadmap priorities with evidence-based recommendations
Create documentation, playbooks, templates, and repeatable practices to scale Customer Success
Mentor newer CSMs and help define the standards for excellence in the function
While this is not a hands-on engineering role, a successful Senior CSM must be comfortable with technical concepts to advise customers effectively and coordinate the right internal resources.
Understanding of computer vision and ML pipelines (data → labeling → training → deployment → evaluation)
Ability to interpret model metrics (mAP, precision, recall, confusion patterns) and relate them to operational KPIs
Comfort discussing inference performance, edge deployment constraints, latency/throughput considerations
Familiarity with cloud environments, APIs, and common integration patterns
Ability to troubleshoot at a conceptual level to identify where to engage Support, NTSE, Implementation, or Engineering
Executive communication: confident working with directors, VPs, and senior technical leaders
Structured thinking: able to bring clarity to ambiguous deployment environments
Relationship-building: able to build trust quickly across global teams
Anticipatory risk management: proactive identification and mitigation of adoption or deployment risks
Opportunity identification: pattern-spotting across workflows and sites for expansion or deeper usage
Program ownership: running multi-threaded workstreams with precision
Proactive knowledge sharing and documentation
Driving cross-functional clarity on customer goals and roadmap alignment
Supporting Support/NTSE in communicating RCA, impact, and next steps to customers
Contributing to the evolution of Customer Success processes, tools, and health methodologies
Acting as a multiplier for the team — mentoring, reviewing plans, improving templates