Enterprise Customer Success Manager @ Instacart

We’re transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

About the Role - We are seeking an Enterprise Customer Success Manager to support and expand our relationships with key, strategic retail partners using our Whitelabel Ecommerce solutions. This role is pivotal in driving the success of our enterprise offerings by providing proactive, strategic advice on best practices for driving growth, representing the retailer’s interests internally, and refining our customer success methodologies and metrics.

About the Team - As part of the Enterprise Customer Success team within the broader Enterprise Solutions organization, you will collaborate with colleagues across multiple specialized groups such as Technical Account Management, Project Management, Solutions Architecture, Technical Support, Documentation, and Sales Engineering. This role involves extensive cross-functional collaboration, offering exposure to a wide range of business operations and initiatives.

About the Job

Responsibilities:

Lead customer relationship and growth strategies for a portfolio of strategic retail partners.
Gain a comprehensive understanding of Instacart’s business operations and the competitive landscape.
Partner with Business Development, Data Science, and Product teams to develop and execute playbooks and strategies that drive retailer success.
Serve as a subject matter expert on Instacart’s enterprise offerings, educating both internal and external stakeholders on effective strategies for growth.
Develop and lead customer presentations and the creation of partner-facing materials to promote the benefits of our enterprise solutions.
Help continually uplevel CSM processes and best practices in a dynamic and rapidly-changing business environment.

Your Day-to-Day:

Strategic planning in partnership with Business Development teams to align Instacart’s offerings with retailers’ business goals.
Evangelize the value proposition of our Enterprise solutions to maximize partner success.
Monitor and leverage retailer KPIs to assess efficacy of best practice and feature adoption.
Maintain and deepen product knowledge to enhance service delivery and client education.
Partner with Product teams to provide feedback on the platform and internally represent the Voice of the Retailer.

About You

Minimum Qualifications

5+ years in Customer Success, Consulting, or a relevant field.
Has managed a book of business including strategic Enterprise customers
Strong project and program management skills.
Technical acumen with the ability to effectively communicate the capabilities of complex Enterprise products and solutions
Self-motivated in a fast-paced and evolving environment.
Exceptional communication skills; proficient in simplifying complex topics.
Comfortable working with large data sets and extracting actionable insights.
Skilled at cross-functional management and executive presentations.
Creative, proactive problem-solving skills.
Positive and influential relationship-building capabilities.

Preferred Qualifications

Experience in the grocery, e-commerce, or operations sectors.
Experience in developing customer success best practices from scratch.
Experience in co-managing accounts with Account Management-style Sales teams.

#LI-Remote

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For Canadian based candidates, the base pay ranges for a successful candidate are listed below.

CAN

$122,000—$135,000 CAD

Enterprise Customer Success Manager

Whitelabel

Instacart

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