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Shelf · 2 months ago

Customer Success & GenAI Enablement Lead

United States

Full-time

Remote

Mid, Senior Level

$150K/yr - $170K/yr

4+ years exp

Shelf is a company focused on enabling Generative AI (GenAI) deployment at scale by improving data quality. The Customer Success & GenAI Enablement Lead will act as a strategic advisor, helping clients implement AI initiatives and ensuring long-term customer success through tailored solutions and strong relationships.

Information TechnologyInternetKnowledge ManagementSaaS

Responsibilities

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

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

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

Qualification

Customer Success ManagementSolutions ConsultingGenerative AI knowledgeTechnical acumenSnowflake proficiencyAnalytics platformsConsultative abilityCommunication skillsProblem-solving

Required

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

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)