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- Tasks: Manage 200+ customer accounts, ensuring satisfaction and retention through proactive support.
- Company: Join Ultralytics, a leader in vision AI, with a vibrant and ambitious team.
- Benefits: Competitive salary, equity packages, flexible hours, and generous time off.
- Why this job: Make a real impact in AI while helping customers succeed with innovative technology.
- Qualifications: 3-4 years in customer success or account management, ideally in SaaS.
- Other info: Collaborative 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 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. Following our $30M Series A round, we are expanding rapidly across our global hubs in London, Madrid, and Shenzhen.
As a Customer Success Representative, you will 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 will 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 will 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 will partner closely with our CS Enterprise team and Account Executives, who own strategic enterprise relationships. You will 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 is comfortable with detail, responsive communication, and translating technical questions into clear, actionable solutions.
What you will 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 are driven by hard work, ambition, and resilience — building fast, learning constantly, and delivering measurable impact.
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, generous time off, tech & tools for cutting-edge AI projects, and a dedicated budget for personal and professional growth.
This role is on-site at our London hub. Applicants must have legal authorization to work in the country of application.
If you are ready to build, move fast, and make an impact — this is your moment.
Customer Success Representative in London employer: Ultralytics
Contact Detail:
Ultralytics Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Representative in London
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at events. Ask them about their experiences and get the inside scoop on what it’s really like to work at Ultralytics. This can give you a leg up when it comes to interviews.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Familiarise yourself with Ultralytics’ products, especially the YOLO models. Being able to discuss how you can help customers succeed with these tools will show you’re genuinely interested and ready to contribute.
✨Tip Number 3
Practice your communication skills! As a Customer Success Representative, you’ll need to translate technical jargon into clear solutions. Role-play common customer scenarios with a friend to sharpen your responses and boost your confidence.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Success Representative in 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 want to see how you connect with our mission to simplify AI for everyone!
Tailor Your Experience: Make sure to highlight your relevant experience in customer-facing roles, especially in SaaS. We love seeing how your background aligns with managing a large portfolio of accounts like the 200+ we have!
Be Clear and Concise: Use straightforward language to explain your skills and experiences. We appreciate clarity, especially when it comes to technical topics — remember, we’re looking for someone who can translate complex ideas into simple solutions.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you into our hiring process smoothly.
How to prepare for a job interview at Ultralytics
✨Know Your Stuff
Familiarise yourself with Ultralytics and its YOLO models. Understand how they work and their applications in computer vision. This will help you answer questions confidently and show your genuine interest in the role.
✨Showcase Your Customer Success Skills
Prepare examples from your past experience where you've successfully managed customer accounts, improved retention, or resolved issues. Highlight your ability to communicate complex technical topics clearly, as this is crucial for a Customer Success Representative.
✨Be Proactive and Organised
Demonstrate your organisational skills by discussing how you manage multiple accounts and prioritise tasks. Mention any tools you’ve used, like HubSpot, to keep track of customer health metrics and workflows.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and expectations for the role. This shows your enthusiasm and helps you gauge if Ultralytics is the right fit for you.
