InstaLILY
VP, Customer Success
$200K–$250K
New York, New York, United States · Director · Full-time · Posted Sep 9, 2026
- Experience
- 10+ years in Customer Success leadership at enterprise SaaS.
About the job
Leads customer success for major enterprise accounts, owning retention and expansion while managing customer-facing teams and pilot-to-production delivery.
What you'll do
- Lead executive customer relationships, joining calls for workshops, escalations, and complex account decisions.
- Own retention and expansion outcomes and develop the customer success operating rhythm.
- Hire, coach, and lead Strategic Partners and Growth Analysts responsible for customer engagement and pilot-to-production delivery.
What they ask for
- 10+ years in Customer Success leadership at enterprise SaaS.
- Experience with ongoing, multi-year enterprise contracts and measurable gross retention, net retention, and expansion ARR across a portfolio.
- Have built a retention and expansion motion; hands-on experience with enterprise account plans and difficult implementations or renewals.
- Available to work 5 days per week in the New York office.
Nice to have
- Industry experience in industrial distribution, manufacturing, automotive, healthcare, or similar verticals.
Pay
$200,000–$250,000 USD base salary
AI focus
Use AI seriously in day-to-day work and have a view on how AI may reshape customer success over the next 12 to 24 months.
Model-written summary · the original posting is authoritative