Customer Success Director, Lily AI
$149-180k
Product discovery platform for brands
Job no longer available
Product discovery platform for brands
101-200 employees
Job no longer available
$149-180k
101-200 employees
Company mission
To empower retailers and brands by bridging the gap between brand-speak and customer-speak.
Role
Who you are
- Expertise in multiple areas of the retail tech ecosystem and concepts including site search, attribution, analytics, CDPs, PIMs, personalization, A/B testing
- You have 3-5 years of hands-on experience with Customer Success Management in SaaS environment (managing Enterprise and Strategic accounts)
- 3+ years of prior management experience at in a fast paced startup environment
- Hands on experience mentoring direct reports while guiding them to the right traits essential for a CS team to be successful
- Experience working with Enterprise customers
- Possesses the ability to interface with C-level executives to drive program strategy and ROI
- Ability to create structure in ambiguous situations and design effective processes
- You have experience working as part of, and delegating to, a cross functional team (including sales, product, engineering, and marketing)
- You have experience running discovery and feedback sessions with customers to gather intelligent product feedback and recommendations from customers
- A technical degree from 4-year university (computer science, engineering, math, etc.) or recently completed a bootcamp program
What the job involves
- As a Director of Customer Success at Lily, you’ll be a part of our growing Customer Success team while managing Enterprise Clients
- With our clients you’ll be driving adoption and outcomes leading to revenue growth, renewals, expansion, and advocacy across your book of business
- Be responsible for the overall satisfaction of Lily’s customers, developing and executing strategies to ensure that customers are constantly gaining value from our partnership
- Set the overall vision, clear objectives and strategic plan for the CS organization, focusing on driving product adoption, customer experience, and driving growth through renewals and retention
- Lead the Account Planning Process for priority accounts in collaboration with the CS team and Account Executive assigned to the account
- Develop strategies for engaging with customers at various levels and across multiple teams, supporting the elevation of awareness and value of Lily AI within the Customers’ business
- Delivering and communicating ROI for our customers, throughout the customer lifecycle
- Being the trusted partner for the customer on use-case and product functionality
- Create customer deliverables (presentations, business process enhancements, strategy recommendations and updates) suitable for a diverse set of constituents from senior executives to end users
- Represent Lily as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities
- Serve as an important source for information regarding the customer’s business needs and provide customer feedback to internal stakeholders within Product Management, Sales, and Marketing
- Partner internally with Account Executive to identify areas of potential cross-sell and upsell opportunities and ensure non-event renewals
- Assist with customer support related activities such as ticketing and knowledge base article creation and maintenance via our support systems and tools
Our take
Lily AI is a product discovery platform that utilizes purpose-built AI for retail. It helps retailers to gain a deeper understanding of their customers and explores the emotional context behind retail purchases.
Lily AI recognizes the importance of emotions in buying decisions, particularly how shoppers consider whether or not an item of clothing will suit their body shape. For example, Lily AI can recognize if a woman exclusively purchases midi length, A-line dresses, and will combine AI and emotional intelligence to determine how that shopper perceives their body shape. The AI technology will then recommend similar items and tailor search results to the individual.
The company argues that its competitors treat retail as a numbers game, and simply use AI to drive sales. Lily AI differentiates itself by putting emotional context into the situation, creating specially curated shopping experiences for consumers of its clients, which include enterprises such as Bloomingdale's, The Gap, and thredUP. 2024 Funds raised by the company will enable further expansion into international markets, digital platform integrations and accelerate the development of its AI solutions into the retail value chain.
Steph
Company Specialist at Welcome to the Jungle
Insights
-7% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Mar 2024
$20m
SERIES B
Dec 2023
$12.4m
EARLY VC
Total funding: $71.9m
Company benefits
- Comprehensive health and benefits package
- Paid vacation time and company holidays
- Flexible working arrangements
- Wellness Program
- Remote Team Building
- Diverse, Inclusive and Socially Responsible
Company HQ
Old Mountain View, Mountain View, CA
Leadership
Purva Gupta
(CEO & Co-Founder)Tory Burch Fellow at the Tory Burch foundation. Founder of the Venture Creation Program at Yale and former project manager at UNICEF. MBA in Finance at the Indian School of Business.
Sowmiya Chocka Narayanan
(CTO & Co-Founder)Former Senior Software Engineer at Box. Previously Mobile Engineer at Pocket Gems and a Software Developer at Yahoo. Former Software Design Engineer at Texas Instruments. Masters in Electrical and Computer Engineering at the University of Texas at Austin.
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