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Roboflow · 2 weeks ago

Senior Customer Success Manager

United States

Full-time

Remote

Senior Level

Roboflow is a company focused on making the world programmable with artificial intelligence, particularly in computer vision. They are seeking a Senior Customer Success Manager to lead strategic relationships with enterprise customers, ensuring successful implementation and adoption of their solutions.

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

Qualification

Customer Success LeadershipComputer Vision UnderstandingML Pipeline InterpretationCloud Environments FamiliarityExecutive CommunicationStructured ThinkingRisk ManagementOpportunity IdentificationProgram OwnershipKnowledge SharingCross-Functional ClaritySaaS Deployment ExperienceRelationship BuildingMentoringDocumentation

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