About the roleAs
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 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.
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, 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 across the vision AI ecosystem.
What this role isn'tThis 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 fitAt 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 benefitsWe reward
excellence and impact - not just tenure or title.
- Competitive compensation: $100,000-$180,000 OTE, reflecting experience and contribution.
- 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 workWe 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.
