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- Tasks: Manage customer success for 200+ SaaS accounts and ensure their satisfaction.
- Company: Join Ultralytics, a leader in vision AI with a collaborative culture.
- Benefits: Competitive salary, equity packages, flexible hours, and generous time off.
- Why this job: Make a real impact in the future of AI while working with passionate teams.
- Qualifications: 3-4 years in customer-facing roles, strong communication, and CRM proficiency.
- Other info: Dynamic environment with opportunities for personal and professional growth.
The predicted salary is between 30000 - 50000 £ per year.
Join the team powering the future of vision AI. At Ultralytics, we're on a mission to simplify AI for everyone. As the creators of the world's leading Ultralytics YOLO models, we empower millions of developers, researchers, and companies worldwide to build state-of-the-art computer vision applications. Following our $30M Series A round, we're expanding rapidly across our global hubs in London, Madrid, and Shenzhen. This is an opportunity to join a fast-scaling, high-performance team that's redefining the future of vision AI.
As a Customer Success Representative, you'll own the day-to-day success, retention, and operational rhythm of a large portfolio of 200+ high-volume SaaS accounts using Ultralytics YOLO across their products and workflows. Your mission is to keep customers engaged, supported, and confident in their use of our tool, so they stay and grow with us.
You'll operate within our established Customer Success frameworks, using systems like HubSpot and our internal playbooks to manage touchpoints, monitor customer health, and resolve issues efficiently. You’ll guide customers toward self-sufficiency by connecting them to key resources like our documentation, YOLO model guides, and how-to tutorials.
Working from our London hub, you'll partner closely with our CS Enterprise team and Account Executives, who own strategic enterprise relationships. You’ll ensure clean operations, proactive risk management, and smooth execution, while identifying and escalating signals of expansion opportunities for AEs to pursue.
This role is ideal for a highly organized, proactive operator with 3–4 years of customer-facing experience in SaaS or technical products, who’s comfortable with detail, responsive communication, and translating technical questions into clear, actionable solutions.
What you'll do:- Own a portfolio of 200+ active customers, driving strong retention and product adoption.
- Run structured touchpoints (email, calls, in-app) aligned with existing CS playbooks and cadences.
- Monitor and act on customer health metrics, usage trends, and churn risks.
- Guide customers to self-serve resources like docs, examples, and solutions.
- Capture feedback and surface patterns to improve customer workflows and outcomes.
- Maintain accurate account data, timelines, and activities in HubSpot and related tools.
- Administer CS workflows, tasks, and automations to keep the team running efficiently.
- Triage, prioritize, and follow through on support issues, coordinating with Support and CS Enterprise.
- Standardize routine processes (renewal prep, QBR inputs, usage reports) for your account set.
- Use dashboards to track portfolio performance and flag anomalies early.
- Partner closely with Account Executives on enterprise accounts to align on strategy and next steps.
- Coordinate with Product and Engineering to clarify technical questions and share customer insights.
- Direct customers to the right channels (from community discussions to GitHub issues) to unblock adoption.
- Contribute to internal knowledge bases and FAQs that reduce repeat questions and support load.
- Represent the customer voice in internal discussions, championing usability and reliability.
- 3–4 years in Customer Success, Account Management, or customer-facing roles in SaaS or technical products.
- Experience managing a large book of business (200+ accounts) with a focus on retention and satisfaction.
- Proficiency with CRM tools (ideally HubSpot) and structured workflows for tasks, notes, and reporting.
- Strong written and verbal communication skills; able to clarify complex or technical topics for non-experts.
- High ownership, organization, and responsiveness in a fast-moving, detail-heavy environment.
- Analytical mindset; comfortable using health scores, usage dashboards, and metrics to prioritize actions.
- Genuine interest in AI, developer tools, and helping customers succeed with technologies like YOLO.
- Experience working with APIs, developer platforms, or ML/AI products.
- Familiarity with customer support tools (e.g., Zendesk, Intercom, Jira) and ticket workflows.
- Background supporting B2B or enterprise clients with structured CS playbooks and QBRs.
- Exposure to computer vision, data science, or related technical concepts.
- Experience with open-source ecosystems or engaging with users via community forums or GitHub.
- Comfort using spreadsheets or basic analytics for churn analysis and portfolio insights.
- Multilingual proficiency or experience working with globally distributed customers.
At Ultralytics, we set bold goals and execute with speed, precision, and teamwork. We're driven by hard work, ambition, and resilience — building fast, learning constantly, and delivering measurable impact.
You'll thrive here if you:
- Take ownership and deliver results with focus and accountability.
- Combine strategic thinking with hands-on execution.
- Value excellence, grit, and creativity in equal measure.
- See collaboration as the foundation for meaningful progress.
We reward excellence and impact — not just tenure or title.
- Competitive salary: Reflecting your experience and contribution.
- Equity packages: We want our success to be yours too.
- On-site collaboration: Work with passionate builders in one of our global hubs.
- Flexible working hours: We value results over routines.
- Generous time off: 24 vacation days, your birthday off, plus local holidays.
- Tech & tools: Work on cutting-edge AI projects that power millions of devices.
- Gear: Brand-new Apple MacBook Air/Pro, Apple Studio Display, and AirPods Pro 3.
- Learning & development: Dedicated budget for personal and professional growth.
- High impact: Your work will shape the future of vision AI.
This role is on-site at our London hub. Applicants must have legal authorization to work in the country of application. We're an in-office team that values daily collaboration, energy, and connection. Being together helps us move faster, learn from one another, and celebrate wins as they happen.
If you're ready to build, move fast, and make an impact — this is your moment. Ready to build the ecosystem powering the future of vision AI? Apply now.
Customer Success Representative in City of London employer: Ultralytics
Contact Detail:
Ultralytics Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Representative in City of London
✨Tip Number 1
Network like a pro! Reach out to current employees at Ultralytics on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Success Representative role. Personal connections can give you insights that make all the difference.
✨Tip Number 2
Prepare for the interview by diving deep into Ultralytics' products, especially the YOLO models. Show us you’re not just familiar with the tech but genuinely excited about how it can help customers succeed. Your enthusiasm will shine through!
✨Tip Number 3
Practice your communication skills! As a Customer Success Representative, you'll need to translate complex ideas into simple solutions. Role-play common customer scenarios with a friend to get comfortable explaining technical concepts clearly.
✨Tip Number 4
Don’t forget to showcase your organisational skills! We love candidates who can manage multiple accounts efficiently. Prepare examples of how you've successfully handled a large portfolio in the past, focusing on retention and customer satisfaction.
We think you need these skills to ace Customer Success Representative in City of London
Some tips for your application 🫡
Show Your Passion for AI: When writing your application, let your enthusiasm for AI and customer success shine through. We love candidates who are genuinely interested in the tech we work with, so share any relevant experiences or projects that highlight your passion!
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Representative role. Highlight your experience with SaaS products and how you've successfully managed customer relationships in the past. We want to see how you can bring value to our team!
Be Clear and Concise: In your written application, clarity is key! Use straightforward language and avoid jargon where possible. We appreciate candidates who can communicate complex ideas simply, so make it easy for us to understand your skills and experiences.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get a feel for our culture and values while you’re at it!
How to prepare for a job interview at Ultralytics
✨Know Your Stuff
Before the interview, make sure you understand Ultralytics' products and how they fit into the AI landscape. Familiarise yourself with the YOLO models and be ready to discuss how they can benefit customers. This shows your genuine interest and helps you connect with the interviewers.
✨Showcase Your Customer Success Skills
Prepare examples from your past experience where you've successfully managed customer accounts, especially in a SaaS environment. Highlight specific metrics or outcomes that demonstrate your ability to drive retention and satisfaction. This will help you stand out as a candidate who can deliver results.
✨Be Ready for Technical Questions
Since the role involves technical products, brush up on relevant technical concepts, especially around AI and computer vision. Be prepared to explain complex topics in simple terms, as this is crucial for a Customer Success Representative. It shows you can bridge the gap between technical and non-technical users.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the company's culture, team dynamics, or future projects. This not only shows your enthusiasm but also helps you gauge if Ultralytics is the right fit for you. Remember, interviews are a two-way street!
