Customer Success Specialist

JR United Kingdom; London; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

A leading company in AI innovation is seeking a Customer Success Manager to enhance user experience and maximize product value. This role demands a proactive advocate for clients, emphasizing the importance of high-level customer relationships and effective retention strategies. Applicants should have significant experience in a B2B environment and a commitment to excellence in a fast-paced atmosphere.

Benefits

Competitive Salary

Startup Equity

Generous Time Off

Flexible Hours

New Apple MacBook

Supportive Team Environment

Qualifications

• 5+ years in Customer Success, Account Management, or similar role.
• Expertise with CRM software, preferably HubSpot.
• Understanding of AI and ML concepts is desirable.

Responsibilities

• Manage customer lifecycle from onboarding to renewal.
• Develop retention strategies to minimize churn.
• Gather user feedback to inform product development.

Skills

CRM software

customer analytics

Artificial Intelligence (AI)

Machine Learning (ML)

communication

negotiation

presentation skills

analytical skills

Tools

HubSpot

Zendesk

Intercom

Job description

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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.