Mid-Market CSM (AI)

TL;DR

Mid-Market CSM (AI): Managing a high-volume book of mid-market accounts for the YOLO computer vision framework with an accent on retention (NDR) and commercial expansion. Focus on onboarding customers to production value, managing renewal conversations, and translating technical ML capabilities into business value.

Location: Hybrid (London). Applicants must have legal right to work in the UK

Salary: £60,000–£75,000 base + variable

Company

AI company scaling its customer success function to support global users of the YOLO computer vision model.

What you will do

• Manage ~80 mid-market accounts (~$2M ARR), prioritizing at-risk and high-growth accounts to ensure stability at scale.
• Drive retention and expansion by owning renewal conversations and surfacing growth signals to AE partners.
• Lead onboarding for new mid-market customers in conjunction with Solution Engineering to reach first production value quickly.
• Partner cross-functionally with AEs for account planning, SEs for technical escalations, and Product for feedback loops.
• Act as the voice of the customer within the business to refine playbooks and product direction.

Requirements

• 2-4 years of experience in technical Customer Success, account management, or as a customer-facing engineer.
• Legal right to work in the UK.
• Technical credibility to discuss model deployment, integration patterns, and computer vision use cases with ML engineers.
• Strong organizational skills to manage a large book of business without dropping critical accounts.
• Commercial capability to own renewal conversations and track against NDR targets.

Nice to have

• Prior exposure to APIs, developer tooling, or ML/AI products.

Culture & Benefits

• 24 vacation days, your birthday off, and local public holidays.
• Equity package and a dedicated learning & development budget.
• Premium hardware: MacBook Pro, Apple Studio Display, and AirPods Pro 3.
• Collaborative environment focused on building next-generation AI technology.

Hiring process

• Screening call with VP Sales & Success or Head of Customer Success.
• Case Study assessment.
• Final round interview with the CEO.