Customer Success Manager AI / Computer Vision

About Surveily

Surveily is the AI safety and operations intelligence company for industrial workplaces. We build our own AI and video-analytics product that turns the cameras companies already have into an intelligent system - detecting hazards in real time and preventing incidents before they happen. We operate at the intersection of AI and Industry 4.0, solving a high-priority business problem around workplace safety and operational efficiency.

Our platform integrates with 95% of existing digital camera infrastructure, and our customers have seen a 1152% increase in unsafe-behaviour visibility, 72% fewer safety incidents, and a 25% reduction in LTIR.

Industrial and logistics leaders already trust Surveily to make their sites safer - including ArcelorMittal, Veolia, InPost, Saint-Gobain, Orlen and more. We have a working product, live deployments, and a sales process that delivers results. Now we are scaling, and we want you to help us grow faster.

About the Role

As a Customer Success Manager, you are a motivator, trusted advisor, and strategic coordinator who guides enterprise clients through their journey with Surveily - from late-stage sales through rollout, adoption, expansion, and ongoing optimisation - translating their safety and operational goals into measurable platform outcomes.

This role blends relationship management, project coordination, and commercial awareness. You are not a technical support rep, but you bring strong platform fluency and know how to remove blockers, align stakeholders, and connect adoption to business results. You are curious, empathetic, and comfortable navigating ambiguity across complex industrial organisations.

Success Targets

• Time to Measurable Impact (TTMI): clients seeing quantified safety outcomes within their first adoption cycle, in line with our structured ~6-week onboarding roadmap.
• Net Revenue Retention: grow the value of your portfolio through renewals and expansion.
• Client health & satisfaction: proactive account management with no unexpected churn, and a high satisfaction (NPS) benchmark across your accounts.
• Expansion: identify and support multi-site and cross-use-case growth; partner with Sales on pipeline.

Key Responsibilities

Client Relationship & Value Delivery

• Build trusted relationships with both site-level operators (EHS, operations, IT) and executive stakeholders.
• Translate client goals into platform strategies and action plans that lead to measurable impact.
• Host recurring business reviews that connect platform usage to outcomes executives care about: risk reduction, efficiency gains, scalability, and ROI.
• Know when to listen, lead, escalate, or step back - protecting trust through preparedness and professionalism.

Platform Adoption & Guidance

• Coach clients on using Surveily to drive safety, operational, and cultural improvements.
• Maintain deep platform fluency to set realistic expectations and develop site-specific usage strategies - rule and campaign design, reporting configuration, and event-quality review.
• Embed Surveily into daily operations by aligning platform usage with client SOPs and workflows.
• Monitor usage, spot early signs of disengagement, and lead recovery efforts before they escalate.
• Escalate technical or product blockers with clear context so internal teams can act quickly.

Project Coordination & Rollouts

• Drive rollout timelines and milestone delivery through our structured onboarding roadmap (initial data-gathering and configuration, then impact measurement and optimisation), in partnership with Commercial and Implementation.
• Coordinate multi-site rollouts; keep stakeholders aligned and momentum steady with clear accountability.
• Identify and resolve workflow friction - client-side or internal - before it becomes a blocker.

Pre-Sale & Expansion Support

• Join late-stage sales conversations to showcase the client journey and set realistic expectations.
• Partner with Sales to align pilot scope with long-term adoption and growth goals.
• Deliver value narratives that support expansion conversations and contract renewals.

Cross-Functional Collaboration

You sit at the intersection of strategy, delivery, and growth. You drive timeline accountability while functional owners deliver on their expertise:

• Sales: they own commercial strategy and executive relationships; you own adoption and the value narrative that supports expansion.
• Implementation: they own technical delivery; you drive rollout timelines and keep sites on track toward go-live.
• Support: you triage, advocate for clients, and hold teams accountable to resolution timelines.
• Product & Engineering: you relay real-world feedback into the roadmap and facilitate early-access programmes with strategic accounts.
• Marketing: you spotlight client wins and identify advocates and case-study opportunities.

What You'll Need

• 5+ years in customer success, account management, or program delivery in B2B SaaS.
• A proven track record owning enterprise accounts with measurable retention and expansion results.
• Experience influencing adoption and net revenue retention across a portfolio.
• Business-level English (min. C1) and Polish for fluent communication with clients and the team.
• EHS, manufacturing, or facility-operations background is a strong plus.

Skills & Aptitude

• Executive presence and clear communication that builds trust across clients and internal leadership.
• Proven ability to lead discovery, develop strategic plans, and connect platform usage to commercial outcomes.
• Comfort navigating ambiguity, driving complex multi-phase projects to completion, and influencing without formal authority.
• Confident navigating SaaS platforms and translating technical concepts into actionable recommendations for technical and non-technical stakeholders.
• Experience with AI, computer vision, or safety technology is a bonus.

What We Offer

• A mission with real impact - your work helps make workplaces safer.
• Ownership of enterprise relationships and strong influence on how we scale customer success.
• A structured customer-success methodology - you are not starting from zero.
• Direct collaboration with the founders and commercial leadership.
• Hybrid work from our Wrocław office, with travel up to 25% to client sites and company events.
• The tools you need to work: phone and laptop.
• A B2B contract with compensation of PLN 10,000-15,000 net + VAT.

Recruitment Process

We will contact only selected candidates whose CV clearly demonstrates the skills and competencies we are looking for. The process consists of a CV review, a 5-minute phone call, a 30-minute video interview, a 90-minute in-person interview with Assessment Center elements. We will get back to you at the end of each stage.

Locations

Ślężna 104, Wrocław · Hybrid · Travel up to 25%