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Reducto

Founding Customer Success Manager

San Francisco, CACustomer SuccessOnsite4+ YOE
Summary

Builds customer success function from scratch while managing high-value enterprise customers, driving retention and expansion. Works with technical teams on AI document processing, monitors health metrics, and conducts business reviews. Requires 4+ years enterprise experience and AI/ML familiarity.

About the role

Responsibilities

  • Managing a portfolio of enterprise customers from implementation through expansion (70% of time)
  • 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 customer success function from the ground up (30% of time)
  • 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

  • Strategic and technical: Dive deep with technical teams on document processing challenges while maintaining strategic business view
  • Process-oriented: Build scalable success processes
  • Data-driven: Track and analyze customer health metrics, usage data, and business outcomes
  • Exceptional communicator: Engage technical practitioners and executives; excel at documentation, training, and business reviews
  • Proactive and independent: Monitor customer health and drive value

Ideal Background

  • Worked with enterprise clients in consulting for 4+ years
  • Familiar with ML/AI infrastructure or developer tools
  • Technical background or strong interest in AI/ML

Nice-to-Haves

  • Previously worked at a high-growth startup
  • Established relationships in the ML/AI ecosystem
  • Experience growing accounts and driving expansions
Skills
Customer Health MetricsBusiness ReviewsCustomer OnboardingML/AI InfrastructureDeveloper ToolsCustomer Success PlaybooksCustomer EnablementData AnalysisAccount ExpansionStrategic Account Management
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