VP of Customer Success

About Lily AI

Our company 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, we enhance 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.

Interoperable with leading eCommerce platforms, we maximize existing tech investments to deliver 8-9 figure revenue uplift through improved product attribution, enhanced discovery and higher customer conversion. We are proud to support esteemed companies such as Bloomingdale's, Macy's, Gap, J.Crew, thredUP, Abercrombie, and many others, helping them to deepen customer loyalty by bringing inspiration and joy back to the experience of shopping.

Specifically, we enable major retailers and brands to:

• Improve the overall digital shopping experience, nurturing more engaged shoppers with higher eCommerce site conversion
• 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

Overview:

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 and retain smart and nice 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