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 quick-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