We’re looking for a customer-success lead to own the post-sale relationship with a portfolio of customers, ensuring successful onboarding, adoption, and retention. You’ll work closely with customers, and help them achieve their business and product objectives, driving adoption and increasing upsell opportunities.

As our first Customer success lead, you'll collaborate with a diverse range of customers to solve their ranking challenges. Additionally, you'll contribute to shaping our product roadmaps and engineering culture while working with our amazing solutions engineering team!

We’re excited to work with you. Come build the future of AI with us!

Qualifications

• 3+ years of experience in customer success, account management, solutions engineering or customer service roles at an AI/ML or SaaS company.

• Bachelor’s degree in Business, Marketing, Computer Science, Data Science, Mathematics, or related field

• Worked at a customer-facing role before

• Familiarity with the AI/ML landscape is a bonus

• Ability to thrive in fast-paced, small-team environments

• Excellent written and verbal communication skills

• A passion for problem-solving, unblocking customer issues, and wearing many hats

Responsibilities

• Managing and growing relationships with key customers, acting as their primary point of contact.

• Engaging proactively with customers to understand their goals and challenges and offering solutions that align with their needs.

• Work with our talented Solutions engineer team to work out creative solutions and exceed expectations

• Ensuring high customer retention and satisfaction levels by delivering exceptional service and support.

• Developing and executing customer success strategies that drive product adoption and upsell potential.

• Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to leadership.

• Advocating for the customer within Shaped to ensure their needs are prioritized.

About Shaped AI

Shaped AI is building the future of AI-powered search and recommendations. Our platform enables developers and businesses to integrate state-of-the-art ranking models, powered by advanced embeddings for text, images, audio, and video—without the complexity of building ML infrastructure from scratch.

We’re a small, fast-moving team backed by leading investors, working with customers who are shaping the next generation of discovery experiences. At Shaped, you’ll have the opportunity to work on cutting-edge technology, collaborate with world-class talent, and make a real impact in one of the most exciting areas of AI today.

Come join us and help build the future of intelligent discovery.