Customer Success Manager

Reducto is the agentic document platform for leading AI teams who demand enterprise performance at scale. We provide a comprehensive toolkit for working with documents the way a human would, combining custom in-house and leading frontier models to power efficient and accurate document workflows. We’ve grown rapidly, increasing revenue 8x year over year and partnering with hundreds of companies, from leading AI teams like Harvey, Vanta, and Scale, to enterprise customers across FAANG and top trading firms. Reducto has raised over $100M from world-class investors including a16z, Benchmark, and First Round Capital.

About the role

As part of the early Customer Success team, you'll help to build our customer success function from the ground up while managing a portfolio of high-value customers to drive logo retention and NRR. You'll work directly with technical teams using Reducto to solve complex document processing challenges, ensuring they get maximum value from our platform. This is a unique opportunity to shape how we deliver customer success at a rapidly growing AI infrastructure company.

We would love to meet you if the following resonates:

• You're Strategic and Technical: You can dive deep with technical teams to understand their document processing challenges while maintaining a strategic view of their business objectives. You're comfortable discussing both technical implementation details and big-picture business outcomes.
• You're Process-Oriented: You know how to build scalable success processes and can establish the foundations for a world-class CS organization.
• You're Data-Driven: You're skilled at tracking and analyzing customer health metrics, usage data, and business outcomes. You use data to drive your decisions and to demonstrate clear ROI to customers.
• You're an Exceptional Communicator: You can effectively engage with both technical practitioners and executive stakeholders. You excel at written documentation, customer training, and leading strategic business reviews.
• You're Proactive and Independent: You don't wait for problems to surface – you actively monitor customer health and spot opportunities to drive additional value. You're comfortable working autonomously while building processes for scale.

Responsibilities

70% of Time

• Managing a portfolio of enterprise customers from implementation through expansion
• Conducting regular business reviews and maintaining strong relationships with key stakeholders
• Monitoring customer health metrics and proactively addressing potential issues
• Creating and executing customer success playbooks for different customer segments

30% of Time

• Building our customer success function from the ground up
• Establishing processes for onboarding, training, and ongoing customer engagement
• Creating scalable customer enablement content and documentation
• Partnering with Product and Engineering to represent the voice of the customer

Qualifications

You Are Likely a Strong Fit If You:

• Have worked with Enterprise clients in consulting for 4+ years
• Are familiar with ML/AI infrastructure or developer tools
• Have a technical background or strong interest in AI/ML

Bonus Points If You Have:

• Previously worked at a high-growth startup
• Established relationships in the ML/AI ecosystem
• Demonstrable experience growing accounts and driving expansions

This is an in-person role at our office in N. We're an early-stage company which means that the role requires working hard and moving quickly.

Benefits

• Unlimited PTO: We believe great work requires recharging.
• Lunch: Receive a free lunch to eat with your teammates daily at the office
• Reimbursed Transportation: Provide us with your receipts and we’ll take care of the costs
• Insurance: Generous health insurance covering medical, dental, and vision.
• Health and Wellness Budget: We provide up to $150/mo reimbursement for health and wellness spending, such as gym memberships, fitness classes, or similar.
• Parental Leave: Work with us to build a leave schedule that works for you and your family
• 401k + 4% company match