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 haven't deployed. Why? Poor data quality - it is the #1 obstacle companies have in getting GenAI projects into production.

We've 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  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

We're 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 you've 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.

* You're 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

* We've been helping our customers prevent knowledge mismanagement since our founding in…