Customer Success Manager

October 29

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Infrrd

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Artificial Intelligence • Finance • Enterprise

Infrrd is a leader in Intelligent Automation (IA) Platforms and specializes in Intelligent Document Processing (IDP). The company provides AI-based solutions for document processing, especially in sectors such as mortgage, insurance, and accounting. Infrrd's platform automates data extraction from complex documents including engineering drawings and mortgage loans, reducing manual intervention and enhancing accuracy and processing speed. Infrrd is recognized for its superior accuracy, operational efficiency gains, and robust compliance in handling large volumes of unstructured documents. The company’s solutions enable businesses to scale effortlessly, achieve higher ROI, and maintain better-than-human accuracy in document processing.

201 - 500 employees

🤖 Artificial Intelligence

💸 Finance

🏢 Enterprise

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Competitive compensation • Flexible work options • Opportunities for career growth