Job description
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 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.
Key Responsibilities
Customer Success Planning & Execution
- Maintain a clear, actionable success plan for each customer, outlining the current state, next steps, and key objectives.
- Regularly update and review plans to align with customers’ evolving goals and priorities.
- Gain a deep understanding of customers’ organizational structures, decision-making processes, and key stakeholders.
- Assist in designing and implementing integrated solutions that accomplish customer’s objectives (including assessing, analyzing, solutioning, and implementing project).
Customer Value Delivery
- Develop in-depth knowledge of the product to confidently advise and support customers in achieving their goals.
- Anticipate challenges and proactively recommend solutions tailored to customer use cases and objectives.
Account Growth & Renewals
- Identify and pursue expansion opportunities by aligning customer needs with company solutions.
- Lead renewal discussions using clear, data-driven value statements, leveraging qualitative and quantitative outcomes.
Account Health Management
- Design and implement health scoring frameworks to track engagement, risk, and opportunity signals.
- Proactively address at-risk accounts and capitalize on growth opportunities using health insights.
Proactive Communication & Collaboration
- Ensure targeted, actionable communication that addresses specific customer needs and objectives.
- Collaborate with cross-functional teams to align on customer goals and share insights that drive improvement.
Social Proof Collection
- Partner with customers to collect testimonials, success stories, and case studies that demonstrate value achieved.
Playbooks & Process Improvement
- Develop and refine playbooks, processes, and documentation to standardize and scale customer success efforts effectively.
Requirements
Experience & Background
- 3+ years of experience in Customer Success, particularly in startup environments where you’ve either helped or were a part of scaled success functions.
- Proven track record of managing B2B SaaS accounts with measurable retention and expansion success.
- Strong familiarity with Net Dollar Retention (NDR) as a performance metric.
- High level of familiarity and confidence with AI-related developments (including understanding of the role of Unstructured Data for GenAI Apps).
Skills & Attributes
- Outstanding communication and interpersonal skills, with a talent for building trust with diverse stakeholders. Positive Customer Success / Solutions Consulting track record in B2B SaaS.
- Analytical mindset with the ability to distill customer feedback into actionable insights. Hands-on experience defining and creating dashboards/reports with Data Analytics platforms like Snowflake and/or Mixpanel is preferred.
- Highly proactive and solution-oriented, with strong organizational and multitasking skills.
- Experience designing health scorecards with weighted KPIs.
- Confident in managing customer relationships remotely using tools like Zoom, MS Teams, Slack, Salesforce, etc.
- Experience creating customer-facing content, such as tutorials or knowledge articles, is also beneficial.
We Offer
- B2B contract
- Competitive salary and equity options based on experience.
- Opportunity to help grow a company that generates positive impact for businesses across the world.
- Support, mentorship, and autonomy to thrive in your role.
- Remote work setup with regular get-togethers in the company’s HQ.
- Opportunities to attend industry events and travel to Europe and the US for training and conventions.
Why Shelf
- Our Leadership Team has deep knowledge management and AI domain expertise and enterprise SaaS background to execute on the company vision.
- We love our customers, and our customers love us. Ask a Shelf customer why, and they’ll tell you it’s because of our innovative capabilities, rock-solid reliability, they truly enjoy working with our people, but most of all – it’s the improvements they see in their business KPIs.
- We have raised over $60 million in funding and our investors include Tiger Global, Insight Partners, Base10, 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.
