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Roboflow · 2 weeks ago

Senior Customer Success Manager

United States

Full-time

Remote

Senior Level

Roboflow is committed to making the world programmable through artificial intelligence, focusing on simplifying computer vision model development. The Senior Customer Success Manager will lead strategic relationships with enterprise customers, ensuring successful onboarding and deployment while driving adoption and value realization across multi-region environments.

Artificial Intelligence (AI)Computer VisionDeveloper Tools

Responsibilities

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 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

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

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

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

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

Qualification

Customer Success leadershipComputer vision understandingML pipeline interpretationGlobal program governanceExecutive communicationStructured thinkingRisk managementOpportunity identificationRelationship-buildingProactive knowledge sharingCross-functional claritySaaS deployment experienceML Ops backgroundMentoringDocumentation creation

Required

Experienced Customer Success leader who understands the complexities of scaling computer vision and machine learning solutions across enterprise and global environments

Comfortable guiding both executives and hands-on technical teams

Ability to take a chaotic, multi-region deployment landscape and create clarity, structure, and predictable execution

Understanding how to interpret model performance and read the operational signals of a healthy (or unhealthy) ML pipeline

Ability to help customers map business value from technical capabilities

Enjoy working across functions — Sales, Support, Engineering, Product, Field

Ability to build strong partnerships with each function

Balance strategic thinking with tactical execution

Ensure customers feel confident in their adoption journey and Roboflow feels aligned with the customer's goals