Customer Success Manager

About the role

You will own the end-to-end success of a portfolio of enterprise customers, acting as their primary advocate within Reducto. You will partner closely with technical teams to deeply understand their document processing workflows and solve complex implementation challenges. Your work will directly shape how we deliver value and drive retention across our growing customer base. You will build scalable customer success processes from the ground up, establishing the foundation for a world-class organization. You will leverage data to monitor health, identify risks, and prove clear ROI to stakeholders. You will communicate effectively with both technical practitioners and executive leaders. You will proactively identify expansion opportunities while maintaining strategic business relationships.

Key facts

What you'll do

Drive strategic account management for a portfolio of enterprise customers, overseeing implementation, adoption, and expansion from initial engagement through long-term renewal.

Own relationship management with key stakeholders, conducting regular business reviews and ensuring alignment between customer objectives and Reducto capabilities.

Monitor customer health metrics rigorously, analyzing usage data and product engagement to identify risks and opportunities for intervention.

Establish and refine customer success playbooks tailored to distinct segments, creating repeatable processes that scale with our growth.

Collaborate closely with Product and Engineering teams to translate customer feedback into actionable insights and influence the product roadmap.

Develop and deliver customer training programs that empower users to extract maximum value from the Reducto platform efficiently.

Lead the creation of clear, structured documentation for success processes, ensuring consistency and quality across the customer journey.

Represent the voice of the customer internally, advocating for their needs and priorities in cross-functional decision-making forums.

Proactively identify and drive expansion opportunities by uncovering new use cases and demonstrating additional value to existing accounts.

Build and maintain strong executive relationships through strategic business reviews that highlight ROI, risk mitigation, and growth potential.

Champion a data-driven mindset, using insights from health metrics to guide conversations and demonstrate tangible customer outcomes to leadership.

Create enablement content that supports onboarding, adoption, and ongoing engagement while reducing time-to-value for new customers.

Partner with Sales and Marketing to develop case studies and references that reinforce successful outcomes and support new business initiatives.

Continuously evaluate and optimize success playbooks to improve efficiency, effectiveness, and scalability as the customer base evolves.

Act as a trusted advisor, guiding customers through complex document processing challenges with empathy, clarity, and technical depth.

Requirements

You have worked with enterprise clients in consulting for four or more years, delivering strategic value in complex engagements.

You are familiar with ML/AI infrastructure or developer tools, enabling you to engage credibly with technical audiences.

You possess a technical background or a strong interest in AI and machine learning concepts.

You demonstrate exceptional written and verbal communication skills across diverse audiences.

You are highly organized, with the ability to manage multiple priorities and deadlines in a fast-paced environment.

You are comfortable working autonomously while maintaining a proactive approach to problem-solving.

You have experience building and scaling processes from the ground up.

You are data-literate, using metrics and analysis to inform decisions and measure impact.

Nice to have

You have previously worked at a high-growth startup, navigating ambiguity and rapid change.

You bring established relationships within the ML/AI ecosystem.

You have demonstrable experience growing accounts and driving expansion through upsell or cross-sell initiatives.

Practical notes

This is an in-person role at our office in San Francisco. We are an early-stage company, which means that the role requires working hard and moving quickly. Please only apply if that excites you.

About Reducto

Reducto is hiring for Customer Success Manager. The listing location is San Francisco Office.

This Customer Success Manager opening is posted for San Francisco Office.