Technical Customer Success Manager

Summary

Join Shelf, a company revolutionizing AI readiness by tackling the data quality issues hindering GenAI deployment. We've partnered with tech giants like Microsoft and Salesforce to deliver scalable GenAI solutions. As a Customer Success Manager, you will play a vital role in ensuring customer satisfaction and driving account growth. You will develop and execute success plans, deliver exceptional value, and manage account health. This role requires strong communication, analytical skills, and experience in B2B SaaS. We offer a competitive salary, equity options, remote work, and opportunities for professional development.

Requirements

• 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)
• 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
• 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

Responsibilities

• 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)
• 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
• 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
• 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
• 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
• Partner with customers to collect testimonials, success stories, and case studies that demonstrate value achieved
• Develop and refine playbooks, processes, and documentation to standardize and scale customer success efforts effectively

Preferred Qualifications

• Hands-on experience defining and creating dashboards/reports with Data Analytics platforms like Snowflake and/or Mixpanel is preferred
• Experience creating customer-facing content, such as tutorials or knowledge articles, is also beneficial

Benefits

• 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