Customer Success Manager - Mid Market at Ultralytics · London

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.

Following our $30M Series A, we’re scaling our customer success function out of our London hub. We’re hiring a Mid-Market CSM to own a high-volume book of business and drive retention and expansion across a diverse set of accounts running Ultralytics YOLO in production.

You’ll manage c.80 mid-market accounts representing ~$2M ARR. You will balance proactive relationship management with commercial ownership: keeping customers healthy, identifying expansion opportunities, and running renewal conversations with confidence.

This role reports to the Head of Customer Success.

👩 About the role

Own a high-volume book. 80 accounts, $2M ARR. You triage effectively, prioritise at-risk and high-growth accounts, and make sure nothing critical falls through the cracks at scale.

Drive retention and expansion. NDR is the headline metric. You hold renewal conversations, spot expansion signals; new use cases, teams, geographies; and surface them to your AE partner for joint pursuit.

Hold your own technically. You don’t need to write code. But you’ll discuss model deployment, integration patterns, and computer vision use cases credibly with technical buyers and ML teams.

Onboard and activate. You run onboarding for new mid-market customers in conjunction with Solution Engineering, driving them to first production value quickly.

Partner cross-functionally. AEs on expansion and joint account planning. SEs on technical escalations. Product on feedback loops. You are the voice of your customers inside the business.

✅ What you'll do

60 days: Understanding the value of Ultralytics YOLO for businesses. Independently running renewal calls and commercial conversations in your accounts.

90 days: Running business reviews and check-ins independently, escalating to Solution Engineering where necessary.. Renewals forecasted for the next 6 months. First expansion signals surfaced to AE partners.

180 days: Owning your book end-to-end, including renewal commercials. Tracking clearly against NDR targets. Contributing to playbook refinement and feeding customer insight back to the business. Holding technical conversations with technical buyers with authority.

🛠️ Skills and Experience

• 2-4 years customer-facing. Technical CS, account management, or customer-facing engineer making the move to a commercial seat.
• Technically credible. You hold a deployment conversation with an ML engineer without bluffing. You can translate technical capability into business value for a budget owner. Prior exposure to APIs, developer tooling, or ML/AI products is a strong plus.
• Organised at volume. You’ve managed a large book before, or you’ve shown you can triage well and stay on top of a lot of moving parts without dropping accounts.
• Commercially capable. You’re comfortable in a renewal conversation. You notice expansion signals early. You’re honest about account health; including when something is slipping.
• Self-sufficient. There’s no onboarding specialist or implementation team behind you. You’re resourceful, take ownership, and figure things out. Solution Engineering resource is available for priority accounts.
• Curious about the product. YOLO is the most widely deployed computer vision model in the world. Customers come in excited. You channel that and build on it.

🤝 Why this role

• Real product pull. YOLO is the most-used computer vision model in the world. Your customers believe in the technology. Your job is helping them get value from it quickly.
• Varied, interesting accounts. Mid-market at Ultralytics spans manufacturing, logistics, retail, pharmaceutical, and beyond. The use cases are technically diverse and genuinely interesting.
• Aligned incentives. You own renewals and earn on uplift. You source expansion and earn alongside the AE who closes. When the team wins, you win.
• Room to grow. The CS function is scaling. Strong performance in this seat is a clear path to senior and enterprise coverage.

🌟 What this role isn’t

This isn’t a reactive support role. It isn’t a CSM seat at a big SaaS company with Professional Services and a renewal team doing the commercial work around you. You’re expected to own the relationship and the number. If you need extensive scaffolding to do good work, this probably isn’t the right fit.

💰 Compensation and benefits

• £60,000-£75,000 base + variable,
• Full-time, London office (hybrid)
• 24 vacation days, your birthday off, plus local holidays
• Equity package
• 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, Final Round with CEO
• Applicants must have legal right 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 and are 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.