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InstaLILY is an AI products and infrastructure company founded in 2023 that has raised nearly $100M from top-tier investors including Energize Capital, Insight Partners, and Home Depot Ventures. The company's flagship product, Lily™, is an AI Forward Deployed Engineer that learns how businesses operate, builds needed software, and goes live in days—then stays to maintain and evolve the software as the business changes. Lily runs across cloud, on-premise, and edge environments via InstaLILY's Small Data Center built with NVIDIA technology.
The company has achieved 5x revenue growth over the past year and has driven over $200M in new annual sales for a single customer. InstaLILY serves leading operators in construction, industrial distribution, logistics, healthcare, and other operationally intensive industries, including SRS Distribution (Home Depot family), United Rentals, and Henry Schein. The company is headquartered in New York with offices in San Francisco, London, and Toronto.
As VP of Customer Success, you will be the senior InstaLILY presence across the largest customer relationships, reporting to the Chief Growth Officer. You will lead the customer SWAT team responsible for customer onboarding, ongoing success, pilot workshops, post-POC escalations, and complex account decisions. You will also lead Strategic Partners who own day-to-day customer relationships and senior Growth Analysts who lead pilot-to-production delivery.
Key responsibilities include: personally managing executive-level customer relationships and stepping in on pilot workshops, escalations, and strategic decisions; owning retention and expansion outcomes as primary metrics; anticipating customer success needs 6-12 months ahead; demonstrating pattern recognition to identify account trajectory before metrics confirm it; coaching the team on account management and customer engagement; and hiring and developing Strategic Partners and Growth Analysts.
You will bring a proven playbook for building retention and expansion motions, having moved gross retention, net retention, and expansion ARR at scale across enterprise account portfolios. You understand multi-year enterprise contracts and renewals, think strategically about account expansion opportunities, and can mentor team members to develop their judgment and execution.
