Customer Success Manager

Reducto; New York (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Unlimited PTO

Lunch provided

Reimbursed transportation

Health insurance

Wellness budget

Parental leave

401k with 4% match

Job summary

Reducto in New York is seeking an experienced Customer Success professional to build and lead our enterprise CS function, managing a portfolio of high-value customers from implementation through expansion.

You will work closely with technical teams to ensure customers realize maximum ROI from our document processing platform, tracking health metrics and driving adoption.

This role emphasizes strategic thinking, data-driven decisions, and proactive engagement to scale our CS organization.

Qualifications

• 4+ years of experience with enterprise clients.
• Familiar with ML/AI infrastructure or developer tools.
• Technical background or strong interest in AI/ML.

Responsibilities

• Manage a portfolio of enterprise customers from implementation through expansion.
• Conduct regular business reviews and maintain relationships with key stakeholders.
• Monitor customer health metrics and proactively address issues.
• Create and execute customer success playbooks for different customer segments.
• Build scalable CS processes and enablement content.

Skills

Strategic thinking

Technical proficiency

Process optimization

Data analysis

Communication

Customer success

Stakeholder management

Tools

CRM tools

Product analytics

Job description

About Us

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.

The Opportunity

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 TimeManaging a portfolio of enterprise customers from implementation through expansionConducting regular business reviews and maintaining strong relationships with key stakeholdersMonitoring customer health metrics and proactively addressing potential issuesCreating and executing customer success playbooks for different customer segments

30% of TimeBuilding our customer success function from the ground upEstablishing processes for onboarding, training, and ongoing customer engagementCreating scalable customer enablement content and documentationPartnering with Product and Engineering to represent the voice of the customer

You are likely a strong fit if:

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

Bonus points if you:

• Have previously worked at a high-growth startup
• Bring established relationships in the ML/AI ecosystem
• Have 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 at Reducto

At Reducto, we're invested in the well-being and growth of our team.

Here's what we currently offer:

• 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

Reducto is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.