Customer Success Representative

Join the team powering the future of vision AI. At Ultralytics, we are 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. 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:

• Account management 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.

Nice to have:

• 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.

Cultural fit:

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.

Our culture is built around our core values: Relentless progress, Strive for excellence, Actions, not words, Act with urgency, Open access to all.

Compensation and benefits:

We reward excellence and impact — not just tenure or title. Competitive salary reflecting your experience and contribution, equity packages, on-site collaboration, flexible working hours, and generous time off including 24 vacation days, your birthday off, plus local holidays.