Customer Success Manager
At a glance
Mid-level Customer Success role at Reducto. San Francisco · full-time · $180,000–$230,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage enterprise customers from implementation through expansion, protecting retention and net revenue retention
- Run business reviews, maintain stakeholder relationships, and address emerging customer-health risks
- Build success playbooks plus scalable onboarding, training, and engagement processes
- Create enablement content and documentation, then bring customer feedback to Product and Engineering
What you bring
- At least four years of consulting experience with enterprise clients
- Familiarity with ML/AI infrastructure or developer tools
- A technical background or strong interest in AI and machine learning
- Ability to use health, usage, and outcome data to guide decisions and show customer ROI
Who this fits
You’ll suit a strategic, technically curious communicator who can work with practitioners and executives while building processes independently. The role is based in person at the San Francisco office and fits someone comfortable with an early-stage company that moves quickly. Startup experience, ML/AI ecosystem relationships, and a record of expanding accounts are additional advantages.
From the employer
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 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
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 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.
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.
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