Senior Customer Success Manager

WHO WE ARE Our mission is to make the world programmable. Sight is one of the key ways we understand the world, and soon this will be true for the software we use, too. We’re building the tools, community, and resources needed to make the world programmable with artificial intelligence. Roboflow simplifies building and using computer vision models. Today, over 1M+ developers, including those from half the Fortune 100, use Roboflow’s machine learning open source and hosted tools to accelerate scientific research, improve industrial operations, strengthen safety, modernize logistics, and create entirely new automation possibilities. Roboflowers are passionate builders who value ownership, accountability, and a bias toward action. We're curious, hands-on with new tech, and prefer showing our work over talking about it. Many of us have a founder mindset and thrive in our high-autonomy environment. WHO YOU ARE You are an experienced Customer Success leader who understands the complexities of scaling computer vision and machine learning solutions across enterprise and global environments. You may have been a TAM, CSM, Program Manager, or Solutions Architect — regardless of title, you have led customers through technical transformation, rollout planning, and measurable value realization. You are comfortable guiding both executives and hands-on technical teams. You can take a chaotic, multi-region deployment landscape and create clarity, structure, and predictable execution. You understand how to interpret model performance, how to read the operational signals of a healthy (or unhealthy) ML pipeline, and how to help customers map business value from technical capabilities. Variety energizes you. Ownership drives you. You enjoy working across functions — Sales, Support, Engineering, Product, Field — and you know how to build strong partnerships with each. You balance strategic thinking with tactical execution, ensuring customers feel confident in their adoption journey and Roboflow feels aligned with the customer’s goals. WHAT YOU’LL DO 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. As a Senior CSM, you will manage: A small number of Roboflow’s most strategic, global, multi-region customers A portfolio of enterprise customers in various stages of onboarding, deployment, and scaling You will act as the global owner of the customer relationship, coordinating multiple Roboflow teams (Named Support Engineers, Implementation Engineers, Forward Deployed Engineers, Product, Support) to ensure consistent delivery and value realization across regions. You will be accountable for executive alignment, adoption growth, program governance, deployment maturity, and renewal readiness across your book of business. ROLE AND RESPONSIBILITIES STRATEGIC CUSTOMER LEADERSHIP - 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 GLOBAL PROGRAM GOVERNANCE - Coordinate multi-region deployments with Named Support Engineers, Implementation Engineers, and Forward Deployed Engineers to ensure consistent rollout standards - Monitor operational signals (model performance, inference server stability, usage patterns) to proactively identify risks - Oversee escalations end-to-end, ensuring clear communication, expectation-setting, and follow-through - Standardize playbooks for deployment maturity, rollout sequencing, and cross-site consistency ENTERPRISE PORTFOLIO OWNERSHIP - 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 VOICE OF CUSTOMER AND INTERNAL PARTNERSHIP - 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 TECHNICAL PROFICIENCY While this is not a hands-on engineering role, a successful Senior CSM must be comfortable with technical concepts to advise customers effectively and coordinate the right internal resources. - 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 to identify where to engage Support, NTSE, Implementation, or Engineering INDIVIDUAL-ORIENTED SKILLS - Executive communication: confident working with directors, VPs, and senior technical leaders - Structured thinking: able to bring clarity to ambiguous deployment environments - Relationship-building: able to build trust quickly across global teams - Anticipatory risk management: proactive identification and mitigation of adoption or deployment risks - Opportunity identification: pattern-spotting across workflows and sites for expansion or deeper usage - Program ownership: running multi-threaded workstreams with precision TEAM-ORIENTED SKILLS - Proactive knowledge sharing and documentation - Driving cross-functional clarity on customer goals and roadmap alignment - 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 BONUS SKILLS - 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 WHO YOU'LL BE WORKING WITH You’ll work alongside Support Engineers, Named Support Engineers, Implementation Engineers, Forward Deployed Engineers, the Sales team, Product Managers, and Engineering partners who are building the next generation of computer vision tooling. You’ll also collaborate closely with some of the world’s most advanced enterprises deploying AI at scale. WHERE YOU'LL WORK Roboflow is a distributed team across the US, with hubs in New York City and San Francisco. You are free to work from a hub, your home office, or anywhere you work best, however the role requires being based in the US. We offer stipends and travel opportunities to collaborate in person. WHEN YOU'LL WORK Most customer engagements operate during standard US business hours, with periodic coordination across global time zones. As a Senior CSM, you do not participate in the Support on-call rotation but may lead communication loops during critical incidents that affect strategic customers. WHAT YOU’LL RECEIVE You will receive competitive compensation, equity, benefits, productivity stipends, and travel support to connect with teammates in person. WITHIN ONE WEEK, YOU WILL… - Learn about Roboflow’s product, customers, and vision - Shadow Support, Named Support Engineering, Implementation, and Success workflows - Begin reviewing key accounts and existing success plans WITHIN ONE MONTH, YOU WILL… - Own several enterprise accounts and begin engaging executive sponsors - Deliver first drafts of success plans and global account plans - Lead your first value review or onboarding session WITHIN SIX MONTHS, YOU WILL… - Lead governance for a global multi-region account - Drive measurable improvements in adoption and operational performance - Produce roadmap-influencing insights from customer patterns - Establish standards and repeatable playbooks that scale across Customer Success NOT SURE IF THIS IS YOU? We want a diverse, global team with a broad range of experience and perspectives. If this role sounds exciting but you’re not sure you check every box, please apply — potential and curiosity matter to us as much as credentials. LEARN MORE ABOUT US Visit our careers page to explore open roles and learn what it’s like to work at Roboflow.