Customer Success Manager

Moondream; San Francisco (CA); Hybrid; USD 110,000 - 130,000; Full time

Job summary

Moondream in San Francisco is seeking a Customer Success Manager to own a portfolio of enterprise deployments of vision models on customers' infrastructure. You ensure production readiness, value realization, and renewal.

You will read API docs, discuss latency tradeoffs with engineering leads, and guide customers through onboarding and expansion. This is a hands-on role for someone who loves solving hard problems in person.

Qualifications

• Experience managing enterprise accounts deploying infrastructure software.
• Able to read API docs and discuss latency tradeoffs with engineers.
• Proven renewal and expansion of customer accounts.
• Experience as a CS hire early in a startup.
• Preference for in-person work in San Francisco.

Responsibilities

• Own a book of enterprise accounts running Moondream's vision models on their infrastructure.
• Know each customer's deployment cold: models, hardware, frame rates.
• Spot patterns across the customer base and turn them into product conversations.
• Run onboarding for new enterprise deployments coordinating between engineering and the customer's infra team.
• Spend a Friday afternoon on calls with a customer's IT team debugging why cameras aren't talking to our models.

Skills

Enterprise accounts

API docs reading

Latency tradeoffs

Renewal expansion

On-prem infra

Job description

Our customers are deploying vision AI on their own hardware, in their own facilities, processing video feeds that never leave their network. When something goes wrong, “have you tried clearing your cache” is not going to cut it.

The AE closes the deal. The SE builds the proof of concept. Then it's your account. You're the one making sure the deployment actually works in production, that the customer sees enough value to renew, and that when they want to roll out to more cameras or more facilities, you've already scoped what that looks like. We don't have a CS org yet. You're the person who figures out what one should look like here.

You should probably apply if:

• You've managed enterprise accounts deploying infrastructure software and you know what “on-prem” actually means in practice, not just in a slide deck
• You can read API docs, understand what a model is doing at a high level, and talk through latency tradeoffs with an engineering lead without needing backup
• You've renewed and expanded accounts because customers genuinely liked working with you, not because they were locked in
• You've been the first or second CS hire somewhere before and you know the difference between building a process and following one

You should definitely not apply if:

• Your idea of customer success is a health score dashboard and a templated email sequence
• You need a solutions engineer in the room every time a customer asks a technical question
• You want a role where the processes are already built and you just run them
• Remote work is non-negotiable (we're in-person in San Francisco because the hard problems get solved faster when you can grab an engineer and walk to the whiteboard)

What you'll actually do

• Own a book of enterprise accounts running Moondream's vision models on their infrastructure. Retention and expansion are your numbers.
• Know each customer's deployment cold. Which models, what hardware, what frame rates, what they're trying to detect. When they call with a problem, you already have context.
• Spot patterns across the customer base and turn them into product conversations. Three customers hitting the same edge case is a roadmap input, not a support ticket.
• Run onboarding for new enterprise deployments, coordinating between our engineering team and the customer's infra team until it's actually working in production, not just “technically set up.”
• Probably spend a Friday afternoon on a call with a customer's IT team debugging why their new cameras aren't talking to our models

Details

• Compensation: $110k–$130k base + variable tied to retention and expansion + meaningful equity