Customer Success Manager

San Francisco, CA·In-person·Full-time

Our customers are deploying vision AI on their own hardware, in their own facilities, processing video feeds that never leave their network. When something goes wrong, “have you tried clearing your cache” is not going to cut it.

The AE closes the deal. The SE builds the proof of concept. Then it's your account. You're the one making sure the deployment actually works in production, that the customer sees enough value to renew, and that when they want to roll out to more cameras or more facilities, you've already scoped what that looks like. We don't have a CS org yet. You're the person who figures out what one should look like here.

You should probably apply if:

You've managed enterprise accounts deploying infrastructure software and you know what “on-prem” actually means in practice, not just in a slide deck
You can read API docs, understand what a model is doing at a high level, and talk through latency tradeoffs with an engineering lead without needing backup
You've renewed and expanded accounts because customers genuinely liked working with you, not because they were locked in
You've been the first or second CS hire somewhere before and you know the difference between building a process and following one

You should definitely not apply if:

Your idea of customer success is a health score dashboard and a templated email sequence
You need a solutions engineer in the room every time a customer asks a technical question
You want a role where the processes are already built and you just run them
Remote work is non-negotiable (we're in-person in San Francisco because the hard problems get solved faster when you can grab an engineer and walk to the whiteboard)

What you'll actually do

Own a book of enterprise accounts running Moondream's vision models on their infrastructure. Retention and expansion are your numbers.
Know each customer's deployment cold. Which models, what hardware, what frame rates, what they're trying to detect. When they call with a problem, you already have context.
Spot patterns across the customer base and turn them into product conversations. Three customers hitting the same edge case is a roadmap input, not a support ticket.
Run onboarding for new enterprise deployments, coordinating between our engineering team and the customer's infra team until it's actually working in production, not just “technically set up.”
Probably spend a Friday afternoon on a call with a customer's IT team debugging why their new cameras aren't talking to our models

Details

Location: San Francisco, CA (in-person)
Compensation: $150k–$180k base + variable tied to retention and expansion + meaningful equity
Benefits: Health, dental, vision, paid parental leave, relocation support

Apply

Send your resume to hiring@moondream.ai