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Senior Customer Success Manager

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Roboflow

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Location:
United States

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

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Job Description:

Our customers are not just adopting a tool — they are implementing computer vision as a core operational capability. For them to succeed, Customer Success must be consultative, technically credible, programmatically strong, and proactive in identifying both risk and opportunity.

Job Responsibility:

  • Manage a small number of Roboflow’s most strategic, global, multi-region customers
  • Manage a portfolio of enterprise customers in various stages of onboarding, deployment, and scaling
  • Act as the global owner of the customer relationship, coordinating multiple Roboflow teams
  • Be accountable for executive alignment, adoption growth, program governance, deployment maturity, and renewal readiness
  • Serve as the senior relationship owner for global and enterprise customers
  • Build and maintain strategic account plans, success charters, deployment inventories, and value frameworks
  • Lead QBRs, executive reviews, roadmap conversations, and global coordination calls
  • Provide strategic guidance on dataset quality, training governance, workflow architecture, and deployment scaling
  • Drive measurable improvements in adoption, performance, and business outcomes
  • Coordinate multi-region deployments to ensure consistent rollout standards
  • Monitor operational signals to proactively identify risks
  • Oversee escalations end-to-end
  • Standardize playbooks for deployment maturity, rollout sequencing, and cross-site consistency
  • Lead onboarding for new enterprise customers, defining 30/60/90-day success plans
  • Guide customers through workflow design, dataset structuring, training cycles, and evaluation best practices
  • Run regular cadence reviews, value assessments, and adoption mapping for your portfolio
  • Identify expansion opportunities and partner with Sales to progress them
  • Translate customer insights into structured product feedback
  • Influence roadmap priorities with evidence-based recommendations
  • Create documentation, playbooks, templates, and repeatable practices to scale Customer Success
  • Mentor newer CSMs and help define the standards for excellence in the function

Requirements:

  • Experience as a Customer Success leader scaling computer vision and machine learning solutions across enterprise and global environments
  • Comfort guiding both executives and hands-on technical teams
  • Ability to create clarity, structure, and predictable execution in multi-region deployment landscapes
  • Understanding of how to interpret model performance and operational signals of ML pipelines
  • Ability to help customers map business value from technical capabilities
  • Experience working across functions (Sales, Support, Engineering, Product, Field)
  • Strategic thinking with tactical execution
  • Understanding of computer vision and ML pipelines (data → labeling → training → deployment → evaluation)
  • Ability to interpret model metrics (mAP, precision, recall, confusion patterns) and relate them to operational KPIs
  • Comfort discussing inference performance, edge deployment constraints, latency/throughput considerations
  • Familiarity with cloud environments, APIs, and common integration patterns
  • Ability to troubleshoot at a conceptual level
  • Executive communication skills
  • Structured thinking
  • Relationship-building skills
  • Anticipatory risk management
  • Opportunity identification
  • Program ownership
  • Proactive knowledge sharing and documentation
  • Ability to drive cross-functional clarity
  • Supporting Support/NTSE in communicating RCA, impact, and next steps to customers
  • Contributing to the evolution of Customer Success processes, tools, and health methodologies
  • Acting as a multiplier for the team — mentoring, reviewing plans, improving templates

Nice to have:

  • Background in ML Ops, applied ML, industrial automation, or complex SaaS deployments
  • Experience managing global rollouts or multi-site production deployments
  • Familiarity with Jetson devices, industrial cameras, or real-time inference systems
  • Experience quantifying business value from ML or automation solutions
What we offer:
  • Competitive compensation
  • Equity
  • Benefits
  • Productivity stipends
  • Travel support to connect with teammates in person

Additional Information:

Job Posted:
January 08, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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