VP, Customer Success Sales and Marketing View

About InstaLILY

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.

Learn more at (Use the "Apply for this Job" box below)..

Revenue grew 5x over the past year, and Lily has driven over $200M in new annual sales for a single customer. We serve some of the largest operators in our industries, including SRS Distribution (part of The Home Depot family), United Rentals, and Henry Schein, and we work closely with the Google Deep Mind and NVIDIA ecosystems.

We work in small teams with real ownership: clear problems, direct access to the customers whose work you're changing, and room to ship. Your code runs in live production systems inside billion-dollar operations, so you see your impact directly. People who do well here want that proximity to the work. We're growing fast, and the people who join now shape what this company becomes.

Everything runs on three principles:
Customers, Culture, and Code.

You'll be our VP of Customer Success, extending the reach of our Chief Growth Officer as the senior InstaLILY presence across our largest customer relationships. You'll lead our customer SWAT team - the function that gets customers stood up, keeps them successful on the platform, and steps in wherever needed: pilot workshops, post-POC escalations, complex account decisions. You also lead a team of Strategic Partners who own the day-to-day customer relationships across their portfolios, and senior Growth Analysts who lead pilot-to-production delivery alongside junior analysts.

The role is highly adaptable and evolving. It will change over time and won't strictly stay within these responsibilities. You'll bring your playbook and optimize ours - you're not starting from zero, but you're not stepping into a defined machine either. Expect the unexpected.

You'll report to our Chief Growth Officer.

• Personally show up on customer calls. You hold the executive-level relationships across our accounts, and step in whether that's a pilot workshop, a post-POC escalation, or a complex account decision.
• Own retention and expansion outcomes. Retention and expansion are the metrics that matter most; you drive them through how you run the customer relationships and the operating rhythm.
• Think ahead of the product. You anticipate what CS looks like 6 to 12 months out and prepare the team for it.
• Pattern recognition, judgment, and an anticipatory mindset. You read where accounts are going before the numbers confirm it, and you act on it rather than wait.
• Coach the team. You develop the team's judgment through feedback on their accounts, coaching in customer conversations, and modeling the standard yourself.
• Lead your Strategic Partners and Growth Analysts. Hire, coach, and grow the team that owns customer engagement day-to-day and pilot-to-production delivery.

• 10+ years in Customer Success leadership at enterprise SaaS.
• Ongoing, multi-year…