Program & Customer Success Manager

Manage a portfolio of Fortune 500 strategic accounts spanning capture-to-delivery programs and software adoption – from field ops scheduling and delivery reporting through to structured usage reviews and quarterly business reviews grounded in outcomes. About Us: 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. 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 Burbank, CA office, three days per week in office, with regular travel to client sites across California and occasionally beyond. What You'll Be Doing: Program & Delivery Management (Capture-to-Delivery Accounts) 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. Customer Success & Adoption (Software Accounts) Own the adoption cadence for each account: structured onboarding checkpoints, regular usage reviews, and a running adoption plan the client can track progress against. Monitor account health using usage and engagement data to proactively identify opportunities and address challenges. Lead quarterly business reviews framed around value realized against what was sold, backed by data. Identify renewal and expansion opportunities early, working closely with the broader account team. Develop playbooks and self-serve resources that help adoption scale efficiently across the portfolio. Across Both Keep client accounts organized and usable, so the operational teams working in the product every day can find what they need without asking. Maintain accurate two-way communication between the client and internal teams, so expectations stay managed on both sides. You own the written program update that keeps everyone working from the same picture. Required Skills: 5+ years of combined experience across project management and customer success in SaaS, energy, utilities or mining. Demonstrated ability to run a customer success motion in enterprise B2B SaaS: structured onboarding, adoption tracking, and QBRs grounded in usage data rather than status updates. Experience owning projects with contractual milestones or gated deliverables, where a date moving carried a commercial consequence. Comfortable working from product usage or engagement data to decide where to focus attention, not just from a project plan. Experience coordinating field resources or subcontractors against a schedule. Strong experience providing project governance and business improvement. Demonstrated ability to communicate effectively at all levels of multiple organizations, including running effective meetings and presentations. Excellent written communication. Authorization to work in the United States, and willingness to travel to client sites across California and occasionally beyond. Preferred Skills: A degree in project management, or an equivalent professional certification such as PMP or PRINCE2. Direct experience working in or delivering to utilities, oil and gas, or mining. Familiarity with customer health scoring or usage analytics approaches, such as Gainsight, Catalyst, or Totango. Experience in a small or scaling company where customer success and delivery functions overlapped. Working knowledge of Notion. Familiarity with Google Cloud Platform or comparable cloud environments. Familiarity with Agile or hybrid delivery methodologies. Exposure to drone or UAS operations, remote sensing, or automated inspection systems. FAA Part 107 is a bonus. Familiarity with computer vision or machine learning products, and a realistic sense of where they perform well and where they do not. About You: You treat the program as yours. When something slips, you have already worked the problem and you arrive with a proposed path. You're equally comfortable running a field ops schedule and leading a QBR about adoption and value. You are comfortable being the most senior person in the room on your account, and you run it that way, without needing an executive alongside you to hold the client's attention. You write clearly and often. The weekly update from you is something stakeholders actually read. You are comfortable with technical detail, and honest with clients about what computer vision does well today and where it still needs a human in the loop. You can handle field coordination and executive stakeholder management on the same day without dropping either. #J-18808-Ljbffr Unleash live