Customer Success & GenAI Enablement Lead

About Shelf

There is no AI Strategy without a Data Strategy. Getting GenAI to work is mission-critical for most companies but 90% of AI projects havent deployed. Why Poor data quality - it is the #1 obstacle companies have in getting GenAI projects into production.

Weve helped some of the best brands like Amazon Mayo Clinic AmFam and Nespresso solve their data issues and deploy their AI strategy with Day 1 ROI.

Simply put Shelf unlocks AI readiness. We provide the core infrastructure that enables GenAI to be deployed at scale. We help companies deliver more accurate GenAI answers by eliminating bad data in documents and files before they go into an LLM and create bad answers.

Shelf is partnered with Microsoft Salesforce Snowflake Databricks OpenAI and other big tech players who are bringing GenAI to the enterprise.

Our mission is to empower humanity with better answers everywhere.

Customer Success & GenAI Enablement Lead

Were looking for a hybrid thinker and doer - a high-caliber GenAI Solutions & Success Strategist who thrives at the intersection of emerging technology customer strategy and post-sales execution. This role is 60% solutions consulting and project management 40% customer success management.

You will play a pivotal role in enabling our customers to derive maximum business value from our GenAI-enablement platform - serving as a trusted advisor value architect and long-term success partner. Your core mission: help forward-thinking companies turn GenAI potential into reality using Shelf.

Key Responsibilities

Strategic Consulting & Enablement (50%)

• Act as the strategic advisor for GenAI adoption - guiding enterprise clients on real-world implementation of AI initiatives.
• Map customer use cases and business objectives to tailored GenAI solutions through Shelf.
• Lead solution design efforts drive integration scoping and steer customers through successful deployments.
• Proactively identify opportunities to improve knowledge structures enrich content pipelines and optimize GenAI workflows.

Customer Success Management (40%)

• Own long-term post-go-live customer success driving product adoption satisfaction and expansion.
• Develop measurable success plans with KPIs tied to business value and GenAI impact.
• Build deep relationships across technical and business stakeholders (IT data product etc.).
• Surface and drive expansion opportunities by aligning platform capabilities with customer pain points and new initiatives.
• Lead QBRs performance reviews and renewal conversations with clear data-backed value delivery.

Processes Development and Improvement (10%)

• Create and document playbooks guides and helpful resources
• Review improve and iterate on existing processes with the goal of creating the best experience possible both externally and internally

What Success Looks Like

• Measurable GenAI impact stories delivered at your accounts.
• High Net Dollar Retention (NDR) and low churn across your book of business.
• Repeatable playbooks and frameworks youve helped build to scale customer onboarding value realization and GenAI enablement.

What You Bring

Experience

• 4 years in Customer Success Solutions Consulting or a hybrid post-sales role at a B2B SaaS company - preferably in startup or scale-up environments.
• Track record of driving expansion and retention across complex enterprise accounts.
• Strong domain knowledge of Generative AI trends unstructured data pipelines and enterprise AI use cases and hands-on experience working with such tools (e.g. building agents and automation flows).
• Familiarity working with value metrics like Net Dollar Retention (NDR) and connecting them to strategy and outcomes.

Skills

• Deep consultative ability - can identify opportunity architect a solution and lead execution.
• Strong technical acumen with the ability to collaborate with product data and engineering stakeholders.
• Confident communication across senior business and technical audiences.
• Working proficiency with tools like Snowflake Mixpanel Looker or analytics platforms.
• Hands-on skills designing health scorecards or creating customer-facing content (knowledge bases onboarding tutorials).

What Sets You Apart

• You thrive in ambiguity and are energized by solving complex open-ended problems.
• Youre ambitious outcome-oriented and willing to outwork the average to achieve exceptional results.
• You have a founder-like mentality - you care deeply about customer outcomes and move with urgency and ownership.

We Offer

• Competitive salary
• Generous equity grant in the form of company stock options
• Open PTO
• Comprehensive health and wellness packages

Why Shelf

• GenAI will be at least a $4 Trillion market by 2032 and Shelf is a core infrastructure that enables GenAI to be deployed at scale
• Our Leadership Team has deep knowledge management and AI domain expertise and enterprise SaaS background to execute this plan
• Weve been helping our customers prevent knowledge mismanagement since our founding in 2017
• We have raised over $60 million in funding and our investors include Tiger Global Insight Partners Connecticut Innovations and others
• We have high velocity growth powered by the most innovative product in our category 3X growth for 3 years in a row
• We now have over 100 employees in multiple U.S. states and European countries and we have ambitious hiring goals over the next few months
  
  

Our Values:

Quality- Were united by our focus on worldclass Quality. Quality in all things starting with everything that leaves your desk. Everything you touch every email report campaign and piece of code should be outstanding. Your work product should blow people away. Having people look at what youve done and say Wow. Thats the standard here. Remember that how you do anything is how you do everything. Focus on craftsmanshipyour ability to make things better.

Momentum- for us means that you should know that the things youre responsible for are moving forward. When you look around and see something thats stalled get it moving again. We pride ourselves on ball movement. When your boss or team leaves you with something they should return to see measurable progress. Small continuous movement is our recipe for success. Constantly look for how to make the work around you move forward. We want you to initiate solutions ideas and progress. Dont wait for it to come to youreach out and create movement. All the time.

Accountability- We expect every team member to feel that they are accountable for more than anyone might normally expect. Each of us should feel real responsibility for things even at the edge of our control. We consistently share and align on expectations give each other open and respectful feedback and use those two drivers to ensure that every agreement we make with one another is clear and complete.

Hard Work- Were here to do something difficult together. We care intensely about the mission and we expect that from our teammates. That care means that we work hard here. Hard work comes with long hours extra effortand real opportunity at Shelf. Your passion for creating and sustaining output is a part of our DNA. Support each other cheer each other on drive the mission forward. Great teams sustain intense effort together to win.

Learning Agility- Were innovating in one of the fastestmoving spaces in history at a time of accelerating global change. Thats incredibly exciting and requires each of us to commit fully to learning each and every day so that we can be the best at what we do. None of us know everything. All of us can learn anything. Staying open and constantly curious is a key success driver at Shelf. It also requires humility. We prize people who are consistently humble and open to making mistakes and growing from them. Recognize also that learning itself is a skillwe need you to be really good at it. Keep dialing in your own understanding about how you learn best and push yourself to keep growing.

Adapt and Thrive- Overcoming challenges lives deep in our DNA. We have a proud history of understanding and living the reality that obstacles are our opportunitiestheyre the key to our success. Change is a constant in our business and fighting change is counterproductive. We need you to be good at being uncomfortable and understand that discomfort is the key to growth. Cultivate your own ability to adapt and know that struggling well is something youll share with every team youre on at Shelf. Our company stories are about thriving through real difficultytogether.

Win Together- We win or lose as a team. Always. Everything you do here is connected to the rest of the organization. Part of our shared team environment demands full honestyreal candor and directness with one another. We expect you to constantly be thinking about how to support your teammates and the company always acting in service to our shared mission and whats best for the organization as a whole.