The Role

You'll be the named InstaLILY point of contact for a portfolio of post-pilot enterprise customers. You'll run their QBRs and executive briefings, lead account plans, surface new use cases to deploy, and be the senior partner they call when complex decisions come up. The role spans current deployments, new use cases, expansion conversations, and everything in between.

You'll be in weekly contact with your customers, working across their CIO, CTO, and revenue leaders on how AI reshapes their operating model. You don't carry a quota. Success is customer outcomes and expansion driven by deep partnership.

You'll take handoffs from our Sales team and Growth Analysts and own the customer motion from that moment forward. The handoff experience is one of the most important things this role gets right.

You'll report to our Chief Growth Officer.

What You'll Do

• Account ownership. Manage a portfolio of post-pilot customer accounts day-to-day across QBRs, exec briefings, account plans, and customer success activities.
• Transformation engagement. Help each customer think strategically about how AI changes their operating model, not just adoption of features, but transformation of how their team works.
• Expansion. Identify new use cases for each customer based on their workflows, industry context, and where AI can drive operational impact. Drive expansion ARR through deeper deployment.
• Strategic collaboration with product. Bring customer insight into product decisions. What you hear shapes our roadmap. You'll help guide zero-to-one feature development and ensure the product evolves with what customers actually need.
• Cross-functional coordination. Coordinate with Engineering and Product to make sure your customers get what they need to succeed.
• Playbook contribution. Help build and refine the structured playbook Strategic AI Partners run across customers. What works, what doesn't, what should be standardized.
• Customer presence. Travel to customer sites as needed for in-person work with customer teams and executives.

What You'll Need

• 5-10 years of Customer Success, strategic account management, or consulting experience. Ideally at an enterprise SaaS scale-up (DataDog, Databricks, Salesforce, Twilio, Braze CS orgs, or comparable) or a top-tier consulting firm at Engagement Manager level.
• Track record of expanding client work. You've grown client engagements through new use case identification, deeper deployment, follow-on projects, or strategic transformation work, not just maintaining the existing relationship.
• Tested through friction. You've delivered for clients even when the customer pushed back, when the stakeholder was skeptical, and when the engagement got rocky. Delivering outcomes is what matters, not keeping every conversation comfortable.
• Analytical depth. You think structurally about customer problems and can build a transformation roadmap. Strong project management chops.
• Concise and structured. You think in structure and hold a clear point of view under pushback.
• Strong interpersonal and communication skills. Clear in writing and in the room. Comfortable with C-suite executives and operators alike.
• Industry curiosity. You'll work with customers in industrial distribution, manufacturing, automotive, healthcare, and similar verticals. Industry-specific experience is a plus, but the willingness to deeply understand a customer's operations is what matters most.
• Comfort with ambiguity. You can operate without a playbook and build one as you go.
• AI-native curiosity. You use AI seriously in your own work and want to push how AI agents can transform customer operations.
• Hybrid availability. 5 days/week for first 6 months; then 4 days/week in our New York or San Francisco office, with 1 day remote.

What You'll Get

• Real traction. The product works, customers are live, and we've already driven over $200M in incremental revenue for customers. This isn't a bet on an unproven thesis.
• Deep partnerships. Backed by Insight Partners with deep ecosystem partnerships across Google, NVIDIA, and Microsoft.
• Customer impact. You'll drive measurable operational change inside the customers you own.
• Stage. Early enough to shape how InstaLILY runs customer relationships and expansion at scale.
• Culture. Offices in New York, San Francisco, and London. Sharp, low-ego team moving fast.
• Growth. The learning curve is steep.

Compensation and Benefits

• Salary Range: $150,000-$180,000, commensurate with experience
• Equity: Generous stock options awards and refreshers for top performers.
• Benefits: Medical, Dental, Vision, 401K, Well-being stipend, In-office lunch reimbursement, PTO and 10 US Federal Holidays, and more!