Customer Success Manager

Reducto • New York, NY

5d • $180,000 - $230,000 • Onsite

About The Position

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.
The core work will include:
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

Requirements

• You’ve worked with Enterprise clients in consulting for 4+ years
• You’re familiar with ML/AI infrastructure or developer tools
• You have a technical background or strong interest in AI/ML

Nice To Haves

• Have previously worked at a high-growth startup
• Bring established relationships in the ML/AI ecosystem
• Have demonstrable experience growing accounts and driving expansions

Responsibilities

• 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
• 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

Benefits

• Unlimited PTO
• Free lunch daily at the office
• Reimbursed Transportation
• Generous health insurance covering medical, dental, and vision
• Health and Wellness Budget ($150/mo reimbursement for gym memberships, fitness classes, or similar)
• Parental Leave
• 401k + 4% company match

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed