Enterprise Customer Success Manager

Ultralytics is a company scaling its enterprise function and is seeking an Enterprise Customer Success Manager to manage relationships with strategic customers. The role involves onboarding, deployment, and ensuring customer retention through effective communication and technical discussions with clients.

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
• 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
• 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