Program & Customer Success Manager
Unleash Live is an enterprise computer vision company working with critical infrastructure and asset-intensive operators across infrastructure, renewables, and cities and transport. We capture live video and sensor data from cameras, drones and robotics, analyze it with computer vision, and put the detections and context in front of the operators who act on them, from grid inspection and bushfire detection to transport safety and infrastructure resilience. We are a deep tech company out of Australia, now scaling globally with teams in Sydney, the US and Europe. Our work sits at the intersection of computer vision and live operational data, in industries where the speed of a decision carries real consequence.
About the role
This role manages a portfolio of Fortune 500 strategic accounts across two account types, and requires someone comfortable operating in both, across our full platform. Capture-to-delivery accounts are multi-phase programs where operational assets are captured, processed, and delivered as finished outputs. This side of the role involves day-to-day program management: tracking captured assets, scheduling field resources, and coordinating delivery against contractual milestones, working across field operations, digital, HSE and procurement stakeholders. Software adoption accounts are customers already using the platform day to day. Here the focus shifts to driving adoption and measurable value: running structured usage reviews, leading quarterly business reviews centered on outcomes rather than status updates, and helping customers get more from the platform over time. You will carry both account types in your portfolio, across both product lines. You're the client's main point of contact for the health of the relationship end to end, from delivery quality through to ongoing platform value. This is a hybrid role based out of our Los Angeles, CA office, three days per week in office, with regular travel to client sites across California and occasionally beyond.
Responsibilities
- Run weekly client syncs covering project status, open risks, tasks and actions, and product usage. Agenda circulated in advance, decisions captured in the room, actions closed out before the next one began. Supplement with monthly steering and quarterly business reviews as each account requires.
- Manage field operations, scheduling capture, installation, or commissioning work across drone pilots, camera installation crews, and partner service providers. Make sure crews have what they need to work safely and on time, and verify that incoming data meets workflow standards.
- Produce delivery reports that give the client and our internal teams one accurate view of progress against plan, risks and their mitigations, and the operational impact delivered to date.
- Escalate anything that would put a program at risk, with urgency and clear communication to all stakeholders, along with a proposed path forward.
- Own the adoption cadence for each account: structured onboarding checkpoints, regular usage reviews, and a running adoption plan the client can track progress against