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.

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