Strategic Partner

INSTALILY.AI; New York (NY); On-site; USD 150,000 - 210,000; Full time

Job summary

InstaLILY in New York seeks a senior Customer Success/Strategic Account Leader to manage post-pilot enterprise accounts, run QBRs, and drive expansion. You will partner with CIOs, CTOs, and revenue leaders to shape how AI reshapes operating models, without carrying a quota.

You’ll hand off from Sales and work with Growth Analysts, reporting to the Chief Growth Officer. You will collaborate with Engineering and Product, lead strategic discussions, and help expand deployments across customer

Qualifications

• 7-10 years of Customer Success, strategic account management, or consulting experience.
• Track record of expanding client work through new use cases and deeper deployments.
• Able to deliver outcomes when stakeholders push back.
• Analytical, structured thinker with strong project management skills.
• Clear and concise communicator with C-suite audiences.

Responsibilities

• Account ownership across post-pilot customer accounts, including QBRs, executive briefings, and account plans.
• Lead transformation discussions to show how AI changes operating models, not just feature adoption.
• Identify new use cases and drive expansion ARR through deeper deployment.
• Collaborate with product to influence roadmap based on customer insights.
• Coordinate with Engineering and Product to ensure customers get needed support.
• Contribute to the Strategic AI Partners playbook and standardization efforts.
• Travel to customer sites for in-person work with teams and executives.

Skills

Customer Success

Strategic account management

Consulting

Enterprise SaaS

Account expansion

Cross-functional collaboration

Executive communication

Problem solving

Project management

Job description

About InstaLILY

InstaLILY is an AI products and infrastructure company that puts execution at the frontier of enterprise AI. That work begins with Lily™ , the world's first AI Forward Deployed Engineer, which learns how a business works, builds the software it needs, and goes live in days. It does not leave when the work ships; it stays and keeps the software working as the business changes. Lily runs wherever the work happens, in the cloud, on-premise, or at the edge, through InstaLILY's Small Data Center, built with NVIDIA technology. Founded in 2023 by Amit Shah and Sumantro Das, InstaLILY has raised nearly $100 million from Energize Capital, Insight Partners, and Home Depot Ventures. Headquartered in New York, with offices in San Francisco, London, and Toronto, InstaLILY serves leading companies across construction, industrial distribution, logistics, healthcare, and other operationally intensive industries. Learn more at https://instalily.ai/ .

The Traction

Revenue grew 5x over the past year, and Lily has driven over $200M in new annual sales for a single customer. We serve some of the largest operators in our industries, including SRS Distribution (part of The Home Depot family), United Rentals, and Henry Schein, and we work closely with the Google DeepMind and NVIDIA ecosystems.

How We Work

We work in small teams with real ownership: clear problems, direct access to the customers whose work you're changing, and room to ship. Your code runs in live production systems inside billion-dollar operations, so you see your impact directly. People who do well here want that proximity to the work. We're growing fast, and the people who join now shape what this company becomes. Everything runs on three principles: Customers, Culture, and Code.

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

• 7-10 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