Customer Success Manager

About Lily AI:

Lily AI is a female-founded retail AI company empowering retailers and brands by bridging the gap between merchant-speak and customer-speak. Leveraging computer vision, natural language processing, machine learning, and vertical-specific large language models (LLMs), Lily AI enhances customer shopping experiences by injecting consumer-centric language throughout the retail technology ecosystem. Interoperable with leading eCommerce platforms, Lily AI maximizes existing tech investments to deliver upwards of 9-figure revenue lift through improved product attribution, enhanced discovery, and higher customer conversion. Learn more at www.lily.ai.

As a Customer Success Manager at Lily, you’ll be partnering with our clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your book of business.

Your responsibilities will include:

• Serve as the main point of contact for assigned customers, building and nurturing long-term relationships with key stakeholders
• Act as a trusted advisor by understanding customer objectives and priorities and aligning them with Lily AI solutions
• Proactively identify customer challenges or concerns and collaborate across the Lily AI team to identify solutions
• Ensure that customers are realizing and recognizing meaningful, ongoing value from Lily’s solutions through qualitative and quantitative methods. 
• 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 Customer Success leaders 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 

What we consider critical for this role:

• You love partnering with and advocating for customers through your best-in-class understanding of Customer Success concepts, best practices, and execution strategies
• Experience in working with complex, multi-divisional, multi-geographical 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 2-3 years of hands-on experience with Customer Success Management in SaaS environment (managing Enterprise and Strategic accounts)

Bonus points for…

• A technical degree from 4-year university (computer science, engineering, math, etc.) or recently completed a bootcamp program

• Expertise in multiple areas of the retail tech ecosystem and concepts including site search, attribution, analytics, CDPs, PIMs, personalization, A/B testing

Currently, we are hiring from the below US states and Canada – (candidates must be currently residing in Canada or the following US states or open to relocating):

• Alabama
• Arizona
• California
• Colorado
• Connecticut
• Florida
• Georgia
• Illinois
• Indiana
• Massachusetts
• Minnesota
• Nevada
• New Jersey
• New York
• North Carolina
• Oregon
• Pennsylvania
• Rhode Island
• Tennessee
• Texas
• Utah
• Virginia
• Washington

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 $70,000-110,000 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.