Ultralytics · London
Enterprise Customer Success Manager
About Ultralytics: At Ultralytics, we commit to relentless innovation in the AI space and seek team members who resonate with our ambition to produce the world...
About Ultralytics:
At Ultralytics, we commit to relentless innovation in the AI space and seek team members who resonate with our ambition to produce
the world's best YOLO AI models. 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.
Ultralytics | Hybrid — London office | Full-time
Following our $30M Series A, we’re scaling our enterprise function out of our London hub, alongside teams in Madrid and Shenzhen.
We’re hiring an Enterprise Customer Success Manager to own the relationship with our most strategic customers.
You'll own 30–40 enterprise and high-value mid-market accounts running Ultralytics YOLO in production. You'll own the full
customer lifecycle from contract signature through renewal, including onboarding, deployment, expansion, and renewal negotiations.
The CS function exists, the playbooks exist, and you'll plug into a rhythm that's already running. But your book is yours.
This role reports to the Head of Customer Success.
🚀 What you'll do
Own accounts from signature. You run onboarding in conjunction with our Solution Engineers, drive from first production
deployment, and stay with the customer through renewal. You'll front-load effort to get customers to value, then use periodic
check-ins to keep them there.
Drive net retention. Net dollar retention (NDR) is the headline KPI. You hold the renewal conversation and earn on uplift. You
spot expansion signals from new use cases to new business units or geographies and close them with your AE partner.
Hold technical conversations. We don’t need you to write code. But you will discuss model architecture, deployment patterns, and
computer vision use cases credibly with ML engineers and technical buyers. You will be expected to understand and consult on your
clients' use cases, working hand in glove with Solution Engineering where required.
Partner cross-functionally. AEs on joint account planning and expansion handoff. SEs on technical depth and deployment blockers.
Product and Engineering on escalations and roadmap feedback. CSMs are the conduit between our customers and our business; we
expect you to communicate effectively across our organization.
🎯 What success looks like
60 days: Onboarded with full context on every account. Each one health-scored against the three-signal model. At-risk accounts
identified with a plan for each. Able to articulate the value of Ultralytics YOLO and to run early discovery sessions with
clients.
90 days: Running QBRs and technical reviews independently. First expansion signals surfaced to AE partners. Renewals forecasted
for everything coming up in the next 6 months.
180 days: Owning your book end-to-end, including renewal negotiations. Tracking against NDR target with clear leading indicators.
Contributing to playbook refinement to show us what's working, what isn't. Providing clear feedback to the organization on what
you are seeing on the ground with our customers.
🧠 Skills and experience
3–5 years of customer-facing experience. Technical customer success, a former customer-facing engineer moving into a commercial
role, or pure SaaS customer success experience all work. We care about outcomes, not titles.
Technically credible. You hold an architecture conversation with an ML engineer without bluffing. You translate technical value
into business outcomes for budget owners. Prior experience with technical or developer-facing products (open source, APIs, ML/AI)
is strongly preferred — we'll teach computer vision if you've done the harder work of being technical in a commercial seat.
You can build trust. Some of your accounts will start skeptical. You sit across from a reluctant buyer, find genuine value, and
earn the relationship back. You don't oversell.
Commercially sharp. You hold renewal conversations confidently. You spot expansion signals early. You're honest about which
accounts are healthy, slipping, or dead, and you notice patterns across the book quickly.
You operate without scaffolding. No implementation team, no onboarding specialist behind you. If you need that structure to do
good work, this isn't the job.
Complexity over ACV. We don't care if you've managed seven-figure accounts. We care that you've navigated multi-stakeholder,
technically deep deployments and made customers successful in messy environments.
🚀 Why this role
Real product pull. YOLO is the most-used computer vision model in the world. Your customers don't need convincing the technology
works. They need help getting value from it quickly.
True enterprise accounts. Fortune 500 companies and category leaders across manufacturing, logistics, retail, pharmaceuticals, and
beyond. Technically deep, commercially serious accounts.
Mature incentive structure. You own renewals and earn on uplift. You source expansion and earn alongside the AE who closes. The
incentives are aligned. When the team wins, you win.
Established team, room to shape. The CS function and core frameworks are already in place, so you won't be building from zero. But
the function is still scaling, and the right person will influence how it evolves.
🔎 What this role isn't
This isn't a CSM seat at a big SaaS company with professional services, onboarding, TAMs, and a renewal manager doing the heavy
lifting around you. There's no scaffolding. If you need a six-person support cast to do good work, this isn't it. This is for
someone who wants to own a book, run it commercially, and be the technical voice in the room.
💰 Compensation and benefits
- Full-time, London office (hybrid)
- 24 vacation days, your birthday off, plus local holidays
- Equity package — our success is yours too
- MacBook Pro, Apple Studio Display, AirPods Pro 3
- Dedicated learning & development budget
- Reports to Head of Customer Success
- Screening with VP Sales & Success or Head of Customer Success, case study with VP Sales & Success and Head of Customer Success,
final round with CEO
- Applicants must have legal authorization to work in the UK.
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.