Customer Success Representative
il y a 2 mois
Madrid
Join the team powering the future of vision AI Hello, hola, 你好, こんにちは, नमस्ते, hallo, bonjour! Thanks for stopping by! We know your time is valuable, so here's what makes Ultralytics special. ⚡ Who we are At Ultralytics , we're 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're expanding rapidly across our global hubs in London, Madrid, and Shenzhen . This is an opportunity to join a fast-scaling, high-performance team that's redefining the future of vision AI, where ambition meets impact, and ideas become reality. We move fast. We build boldly. We execute with purpose. And we do it together. About the role 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 Madrid 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 & retention 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. Operations, tooling & workflows 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. Collaboration & customer advocacy 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. Skills and experience Core requirements 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 . 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: Constant evolution and improvement. Strive for excellence: Perseverance and attention to detail. Actions, not words: Focus on delivering meaningful results. Act with urgency: Seize fleeting opportunities. Open access to all: Transparent communication and collaboration. Learn more in our Ultralytics Handbook. Compensation and benefits We reward excellence and impact — not just tenure or title. Competitive salary: Reflecting your experience and contribution. Equity packages: We want our success to be yours too. On-site collaboration: Work with passionate builders in one of our global hubs. Flexible working hours: We value results over routines. Generous time off: 24 vacation days, your birthday off, plus local holidays. Tech & tools: Work on cutting-edge AI projects that power millions of devices. Gear: Brand-new Apple MacBook Air/Pro, Apple Studio Display, and AirPods Pro 3. Learning & development: Dedicated budget for personal and professional growth. High impact: Your work will shape the future of vision AI. Check out ultralytics.com/careers for more about our culture, values, and teams. Where and how you can work We believe great work happens where passion meets purpose. This role is on-site at our Madrid hub. Learn more about our spaces in the Ultralytics Offices guide. Applicants must have legal authorization to work in the country of application. We're an in-office team that values daily collaboration, energy, and connection. Being together helps us move faster, learn from one another, and celebrate wins as they happen. Why join us We're not just building models — we're building the ecosystem powering the future of vision AI . If you're ready to build, move fast, and make an impact — this is your moment. ⚡ Ready to build the ecosystem powering the future of vision AI? Apply now.
