Customer Success Lead

About the job

About Unstract Unstract is redefining AI-driven automation by pioneering the Intelligent Document Processing 2.0 category. Our open-source platform leverages advanced Large Language Models (LLMs) to transform unstructured documents into structured, actionable data without writing code. We work with global enterprises across finance, insurance, healthcare, and other industries to automate complex document workflows and integrate seamlessly into business ecosystems. Role Overview We are hiring our first Customer Success Lead to establish and scale the Customer Success function at Unstract. This is a foundational, revenue-impacting role responsible for owning customer onboarding, adoption, retention, and expansion across a global customer base. Beyond managing relationships, you will define engagement models, implement scalable processes, and set the standard for how Unstract partners with customers long term. Key Responsibilities · Own and manage end-to-end relationships with global customers. · Lead structured onboarding to accelerate time-to-value. · Drive product adoption by aligning platform capabilities with customer business objectives. · Conduct data-driven Quarterly Business Reviews focused on ROI and measurable outcomes. · Monitor customer health metrics and proactively identify churn risks. · Own renewals and drive expansion through upsell and cross-sell initiatives. · Act as a strategic advisor to customer stakeholders and executive sponsors. · Collaborate closely with Sales, Product, Engineering, and Support to resolve blockers efficiently. · Gather structured customer insights to influence roadmap and product decisions. · Build and document Customer Success playbooks, processes, and engagement frameworks. · Lay the foundation for scaling the Customer Success team. How Success Will Be Measured · Customer retention and renewal rates. · Net Revenue Retention (NRR). · Expansion revenue from existing accounts. · Product adoption and engagement metrics. · Customer health scores and satisfaction indicators. · Reduced churn risk and improved time-to-value. Qualifications · 3 to 6 years of experience in Customer Success within a SaaS environment. · Proven track record of driving retention, renewals, and revenue expansion. · Experience managing global customers across multiple time zones. · Strong analytical mindset with the ability to interpret usage data and performance metrics. · Experience conducting executive-level business reviews. · Excellent written and verbal communication skills. · Ability to build structure in fast-growing environments. · High ownership mentality and comfort working independently in a remote setup. · Experience with AI, automation, or enterprise technology platforms is preferred.

Requirements

• Customer Success Management
• Onboarding
• Customer Relationship Management
• Data Analysis
• Strategic Planning

Qualifications

• 3 to 6 years of experience in Customer Success within a SaaS environment

Preferred Technologies

• Customer Success Management
• Onboarding
• Customer Relationship Management
• Data Analysis
• Strategic Planning

About the company

Unstract is redefining AI-driven automation by pioneering the Intelligent Document Processing 2.0 category, transforming unstructured documents into structured, actionable data without writing code.