Enterprise Customer Success Manager

Enterprise Customer Success Manager

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.

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. 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.

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 client’s 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 are looking for you to communicate effectively across our organisation.

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 commercials. 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 organisation on what you are seeing on the ground with our customers.

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.

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 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 right person will influence how it evolves.

WHAT THIS 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 & PROCESS

• £80,000-£95,000 base + variable, OTE positioned at the senior end of the London CS market
• 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 & Head of Customer Success, Final Round with CEO
• Applicants must have legal right to work in the UK