VP of Customer Success
About Lily AI:
Lily AI is a female-founded retail technology company dedicated to empowering retailers and brands by bridging the gap between brand-speak and customer-speak. Combining visual AI with enterprise-grade product attribution capabilities, Lily enhances customer shopping experiences by injecting consumer-centric language throughout the retail technology ecosystem, from site search and demand forecasting to SEO, retail media and beyond.
Specifically, Lily AI allows major retailers and brands to:
- Improve the overall digital shopping experience, nurturing more engaged shoppers with higher eCommerce site conversion
- Achieve 8-9 digit revenue lifts
- Assign 10x more attributes for each product - from fit to style, from embellishments to occasion, seasonal and even micro-trends
- Better understand customer shopping dynamics to inform future product development and assortments as well as improve forecasting
At Lily AI, we’re serious when we say that we are committed to creating an amazing culture where each and every team member can thrive. First and foremost, we’re not just colleagues; we’re like a family - known for being caring, encouraging and always going the extra mile to help each other out. It’s startup world and as those who have worked for a startup know, every day is vastly different than the day before and as such, we place premium value on high empathy - both with our team members and our clients, fostering an environment where we listen and support each other through challenges and triumphs alike.
And speaking of the startup world, every single employee, without exception, is offered stock options because we believe everyone should be rewarded for their hard work and drive for results.
And speaking of results, earlier this Spring, we were honored to be included in the prestigious Top 100 Retail Tech Companies list released by CB Insights. While that was a proud moment, our proudest achievement is the top ratings we consistently receive from our own employees as reflected on Comparably.
Join us on our journey to transforming the world of digital commerce!
The Vice President of Customer Success is a critical position in the business contributing to long-term growth and overall profitability. This individual ensures that our customers derive the value they expect from our platform, and also ensures the platform is being leveraged by customers for their maximum benefit. As the voice of our customers, the VP of Customer Success leads a team responsible for delivering tangible results for our clients and increasing customer lifetime value to support the company’s growth plans.
In this role, you will:
- Cultivate and nurture relationships with senior leaders and key stakeholders throughout the organization
- Have direct interaction with other senior leaders and key stakeholders to provide analysis on customer performance, trends, and satisfaction with our products and solutions
- Own pre-sales support, new customer onboarding, platform deployment, training, ongoing customer experiences, and product updates
- Establish the long-term strategic direction of the CS function
- Work closely with the GTM, Product, Marketing and Operations teams serving as the voice of the customer
- Build/develop and execute post-sale success management strategy, as well as create and track progress toward CS operational goals relating to key metrics such as churn and renewal rates
- Engage Sales around cross-sell and up-sell with a retention focus
- Standardize interventions and playbooks for listening points in the customer journey (e.g., usage, satisfaction, etc)
- Define and manage operational metrics for the team
- Track and report metrics relating to business performance and customer health such as product use, NRR, churn, and upsell
- Create a cadence for business review within GTM teams
- Drive efficiency and efficacy through technology such as CRM and CSM platforms, customer marketing software, reference and advocacy solutions, and VOC tools
- Attract and recruit experienced leaders for each functional role along with supporting the growth of existing high potential ICs within the team
- Create a rapid onboarding process for new team members and encourage continuous learning within the team
- Help to inculcate a culture of Customer Success within the company
- Partner with internal teams to develop analytics for enterprise customers and communicate subsequent business insights to customers
What we consider critical for this role:
- Experience working with enterprise retail customers in an early stage technology startup environment
- Minimum 10+ years of professional experience in similar industry, B2B experience is strongly preferred
- 5+ years leading a Customer Success organization that delivers high touch success motions
- 5+ years of experience managing managers, directors, and senior leaders
- 8-10+ years experience developing customer experiences (CX) via technology/platforms and programs
- Proven track record working closely with Product teams and in product driven organizations
- Demonstrated success connecting pre-sales, sales, and post-sales experiences
- Strong empathy for customers and passion for revenue and growth
- Ability to build teams that serve midmarket customers in a lower touch fashion is a plus
- Ability to build and retain talented and friendly people
Currently, we are hiring from the following states—(candidates must be in current residence or open to relocating):
- California ● Florida ● Georgia ● Illinois ● Massachusetts ● Minnesota ● Nevada
- New Jersey ● New York ● North Carolina ● Rhode Island● Tennessee ● Texas
- Virginia ● Washington ● Utah
Compensation is competitive and will be determined based on a combination of experience, seniority, internal, external equity and location. For some context: this position in the US would pay between $250,000 - $275,000 USD per year, depending on experience and seniority. In other regions, compensation will be adjusted for local currency and local market rates. Lily AI compensation policy is calculated with a focus on equity and where employees can thrive.
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