At a Glance
- Tasks: Manage 80 mid-market accounts, driving retention and expansion with innovative AI solutions.
- Company: Join Ultralytics, a leader in AI innovation and YOLO technology.
- Benefits: Enjoy competitive salary, equity, hybrid work, and generous vacation days.
- Other info: Great growth opportunities in a collaborative and dynamic environment.
- Why this job: Make a real impact in the AI space while working with diverse industries.
- Qualifications: 2-4 years in customer-facing roles; technical credibility is a plus.
The predicted salary is between 50000 - 60000 £ per year.
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:
- Full‑time, London office (hybrid)
- 24 vacation days, your birthday off, plus local holidays
- Equity package
- MacBook Pro, Apple Studio Display, AirPods Pro
- 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.
EEO statement: 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.
Customer Success Manager - Mid Market employer: Ultralytics LLC
At Ultralytics, we pride ourselves on being an exceptional employer, offering a dynamic and innovative work environment in the heart of London. Our commitment to employee growth is evident through our dedicated learning budget and clear pathways for advancement within our expanding Customer Success function. With a collaborative culture that values open communication and impactful work, you'll have the opportunity to make a real difference in the AI space while enjoying competitive benefits and a supportive team atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Mid Market
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ultralytics LLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ultralytics LLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - Mid Market
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ultralytics LLC:Your cover letter is your chance to shine! Tell us why you want to work at Ultralytics LLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ultralytics LLC!
How to prepare for a job interview at Ultralytics LLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
