Enterprise Customer Success Manager

Responsibilities

• 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. Front-loaded effort to get them to value, then periodic check-ins to keep them there.
• Drive net 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.
• 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.
• WHAT YOU BRING
• 3-5 years customer-facing. Technical CS or ex-customer-facing-engineer-turned-commercial. Pure SaaS CS works too. We care about outcomes, not titles.
• You can build trust. Some of your accounts will start sceptical. 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 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 500s and category leaders across manufacturing, logistics, retail, pharmaceutical, 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. Existing CS function, frameworks already in place. Not building from zero. But the function is still scaling, and the ri

Benefits

Additional Information

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. From contract signature through renewal - onboarding, deployment, expansion identification, and the renewal commercials. 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.

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