Founding Customer Success Manager

About Us

The vast majority of enterprise data is in files like PDFs and spreadsheets. That includes everything from financial statements to medical records. Reducto helps AI teams turn those really complex documents into LLM-ready inputs with exceptional accuracy. This means they can build more reliable products while saving engineering time.

Our Traction

In the last six months we've scaled to 7 figures in ARR, serving customers from ambitious startups to Fortune 10 enterprises. We're now processing tens of millions of pages monthly and looking for a Founding Customer Success Manager to help ensure our customers get exceptional value from Reducto.

The Opportunity

As our first Customer Success hire, you'll build our customer success function from the ground up while managing a portfolio of high-value customers. 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 have 3+ years of experience in customer success, ideally at a B2B SaaS or infrastructure company. 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

Bonus points if you:

• Have experience with ML/AI infrastructure or developer tools
• Have previously worked at a high-growth startup
• Bring established relationships in the ML/AI ecosystem
• Have a technical background or strong interest in AI/ML
• Have demonstrable experience growing accounts and driving expansions

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

#J-18808-Ljbffr