Customer Success Manager

Hello there! Infrrd here.

Haven’t heard of us before? No problem. First off, it’s pronounced In-fur-d.

Infrrd is a leading AI-powered Intelligent Document Processing (IDP) company that helps enterprises automate complex document-centric processes using proprietary machine learning and computer vision models. Our platform enables global enterprises to unlock valuable insights from unstructured data at scale, driving efficiency, compliance, and better decision-making.

And now, we are on the lookout for a Customer Success Manager.

As a Customer Success Manager (CSM) at Infrrd, you will be the primary point of contact for our customers, ensuring they realize the full value of our IDP platform. You’ll work closely with customers throughout their lifecycle—from onboarding to expansion—helping them achieve their automation goals, driving adoption, and identifying growth opportunities.

This role blends strategic thinking, solutioning, relationship management, and data-driven decision-making to deliver an exceptional customer experience.

Key Responsibilities:

• Own the customer journey post-sale, including onboarding, adoption, value realization, and retention.
• Develop a deep understanding of each customer’s business goals, processes, and document types to align Infrrd solutions accordingly.
• Serve as the customer advocate internally, collaborating with product, engineering, and delivery teams to influence roadmap and resolve issues.
• Conduct regular business reviews (QBRs/MBRs) showcasing ROI, platform usage analytics, and process improvement opportunities.
• Proactively monitor customer health scores and engagement metrics to mitigate risks and identify upsell or cross-sell opportunities.
• Partner with Sales to drive renewals and expansion within accounts.
• Educate customers on new features, best practices, and emerging use cases within the IDP space.
Champion feedback loops by capturing product feedback and prioritizing enhancements that improve customer experience.

Qualifications:

• 9-10 years of experience in customer success, account management, or consulting—preferably in B2B SaaS, enterprise tech, or automation/IDP space.
• Strong understanding of enterprise workflows and document-centric business processes (e.g., mortgage, insurance, logistics, finance).
• Excellent communication and interpersonal skills; ability to influence both technical and business stakeholders.
• Data-driven mindset with the ability to interpret usage data and build compelling business cases.
• Strong project management and organizational skills.
• Familiarity with tools like Salesforce, HubSpot, Gainsight, Jira, and business intelligence platforms is a plus.
Bachelor’s degree in business, computer science, engineering, or a related field; MBA is a plus.

Why Join Infrrd:

• Be part of a fast-growing AI company that’s transforming how global enterprises extract value from documents.
• Work alongside a passionate team of innovators and problem-solvers.
• Enjoy a culture of ownership, transparency, and continuous learning.
• Competitive compensation, flexible work options, and opportunities for career growth.