VP, Customer Success

INSTALILY.AI•New York, NY

7d•$200,000 - $250,000•Onsite

About The Position

InstaLILY is an AI products and infrastructure company that puts execution at the frontier of enterprise AI. That work begins with Lily™, the world's first AI Forward Deployed Engineer, which learns how a business works, builds the software it needs, and goes live in days. It does not leave when the work ships; it stays and keeps the software working as the business changes. Lily runs wherever the work happens, in the cloud, on-premise, or at the edge, through InstaLILY's Small Data Center, built with NVIDIA technology. Founded in 2023 by Amit Shah and Sumantro Das, InstaLILY has raised nearly $100 million from Energize Capital, Insight Partners, and Home Depot Ventures. Headquartered in New York, with offices in San Francisco, London, and Toronto, InstaLILY serves leading companies across construction, industrial distribution, logistics, healthcare, and other operationally intensive industries. The company has experienced significant traction, with revenue growing 5x over the past year and Lily driving over $200M in new annual sales for a single customer. They serve large operators like SRS Distribution, United Rentals, and Henry Schein, and collaborate with Google DeepMind and NVIDIA ecosystems. InstaLILY operates with a philosophy of small teams with real ownership, offering clear problems, direct customer access, and the opportunity to ship code that impacts billion-dollar operations. The company is growing rapidly and emphasizes Customers, Culture, and Code.

Requirements

10+ years in Customer Success leadership at enterprise SaaS.
Experience with ongoing, multi-year enterprise contracts where success is measured over years and renewals.
Proven ability to move numbers at scale, with specific metrics on gross retention, net retention, and expansion ARR across a portfolio of enterprise accounts.
Strategic and commercial mindset, able to anticipate account direction and shape conversations into expansion opportunities.
Experience building a retention and expansion motion.
Demonstrated pattern recognition, judgment, and the ability to help others develop these instincts.
Hands-on approach, comfortable in C-suite QBRs and detailed account planning.
Experience holding accounts through challenges like rocky implementations, executive turnover, and pricing pushback.
Concise and structured thinking, with the ability to hold a clear point of view under pressure.
AI-native with a view on how AI reshapes CS in the next 12-24 months.
Comfort with ambiguity and building the playbook as you go.
Willingness to deeply understand customer operations in verticals like industrial distribution, manufacturing, automotive, and healthcare.
Availability to be in the New York office 5 days/week.

Nice To Haves

Industry experience in industrial distribution, manufacturing, automotive, healthcare, and similar verticals.

Responsibilities

Personally show up on customer calls and hold executive-level relationships across accounts.
Step in for pilot workshops, post-POC escalations, or complex account decisions.
Own retention and expansion outcomes by managing customer relationships and operating rhythm.
Anticipate future Customer Success needs (6-12 months out) and prepare the team.
Demonstrate pattern recognition, judgment, and an anticipatory mindset to proactively identify account trends.
Coach the team by providing feedback, coaching in customer conversations, and modeling standards.
Lead Strategic Partners and Growth Analysts, including hiring, coaching, and growing the team responsible for customer engagement and pilot-to-production delivery.
Bring and optimize the customer success playbook for retention and expansion.