Customer Success Specialist

Who We Are At Ultralytics , we relentlessly drive innovation in AI, building the world's leading YOLO models . We're looking for passionate individuals obsessed with AI, eager to make a global impact, and ready to excel in a dynamic, high-energy environment. Join our team and help shape the future of AI . Location and Legalities This full-time Customer Success Manager position is based onsite in our brand-new Ultralytics office in London, UK, with a hybrid model of 3 days in-office and 2 days remote. Applicants must have legal authorization to work in the UK, as Ultralytics does not provide visa sponsorship. What You'll Do As a Customer Success Manager at Ultralytics, you will be the primary advocate for our users, ensuring they derive maximum value from our products, including our open-source YOLO models and the Ultralytics HUB platform. Key responsibilities include: Manage the entire customer lifecycle, from onboarding to renewal, for our diverse user base, including key enterprise accounts . Develop and implement effective retention strategies to foster long-term customer loyalty and minimize churn. Utilize our CRM (primarily HubSpot ) to track all customer interactions, manage pipelines, and generate reports on customer health metrics . Serve as the voice of the customer, gathering feedback to inform our product roadmap and collaborating with engineering teams to resolve technical issues. Create and maintain support documentation, tutorials, and resources to empower users to solve problems independently, referencing our extensive docs . Proactively monitor customer analytics to identify at-risk accounts and opportunities for upselling or cross-selling our solutions . Master the use of various support tools and platforms to provide timely and effective assistance, ensuring a seamless customer experience. Conduct regular business reviews with key clients to showcase value, address concerns, and align on future goals. Your strategic vision and customer-centric approach will be essential in supporting Ultralytics' mission of delivering top-tier machine learning tools and models to the community. ️ Skills and Experience 5 years of experience in a Customer Success, Account Management, or similar client-facing role within a B2B SaaS or tech company. Proven expertise with CRM software, with a strong preference for HubSpot . Experience using customer support tools like Zendesk , Intercom , or similar platforms. Strong analytical skills with experience in customer analytics and tracking customer health metrics to drive decision-making. A foundational understanding of Artificial Intelligence (AI) and Machine Learning (ML) concepts is highly desirable to effectively communicate with our technical user base . Exceptional communication, negotiation, and presentation skills, with the ability to engage with both technical and non-technical stakeholders. Demonstrated ability to manage multiple accounts and projects simultaneously in a fast-paced, high-intensity environment. Experience developing onboarding materials and retention strategies . Cultural Fit - Intensity Required Ultralytics is a high-performance environment for world-class talent obsessed with achieving extraordinary results. We operate at a relentless pace, demanding exceptional dedication and an unwavering commitment to excellence, guided by our mission, vision, and values . Our team thrives on audacious goals and absolute ownership. This is not a conventional workplace. If your priority is predictable comfort or a standard work-life balance over the relentless pursuit of progress, Ultralytics is not for you. We seek driven individuals prepared for the profound personal investment required to make a defining contribution to the future of AI. Compensation and Benefits Competitive Salary: Highly competitive based on experience. Startup Equity: Participate directly in Ultralytics growth and success. Hybrid Flexibility: 3 days per week in our brand-new office - 2 days remote. Generous Time Off: 24 days vacation, your birthday off, plus local holidays. Flexible Hours: Tailor your working hours to suit your productivity. Tech : Engage with cutting-edge AI projects . Gear: Brand-new Apple MacBook and Apple Display provided. Team : Become part of a supportive and passionate team environment . If you are driven to build world-class customer relationships and eager to make a significant impact, Ultralytics offers an exceptional career opportunity.