Full-Time

Enterprise Customer Success Manager

Whitelabel

Confirmed live in the last 24 hours

Instacart

Instacart

10,001+ employees

Online platform for grocery delivery services

Food & Agriculture
Consumer Goods

Compensation Overview

CA$122k - CA$135kAnnually

+ Equity Grant + Annual Refresh Grants

Senior

Remote in Canada

Remote role; hiring only in Ontario, Alberta, and British Columbia.

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Data Science
Data Analysis
Requirements
  • 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.
  • 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.
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.
  • 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.

Instacart operates in the online grocery delivery market, allowing customers in North America to order groceries from local stores and chain retailers through its website or app. Customers place orders, and personal shoppers in their area pick, pack, and deliver the items, offering options for home delivery or store pickup. Instacart generates revenue through delivery fees, a subscription service called Instacart Express for unlimited free deliveries, service fees on orders, and in-app advertising from retailers and brands. The company stands out by providing same-day delivery and a 100% quality guarantee on every order, with access to a vast catalog of 1 billion products from over 500 retailers and local grocers. Instacart's goal is to be a reliable and convenient grocery delivery service, having successfully delivered millions of orders across the U.S. and Canada.

Company Stage

Series H

Total Funding

$2.5B

Headquarters

San Francisco, California

Founded

2012

Growth & Insights
Headcount

6 month growth

5%

1 year growth

13%

2 year growth

21%
Simplify Jobs

Simplify's Take

What believers are saying

  • Instacart's collaboration with major brands and health systems can lead to diversified revenue streams and enhanced service offerings.
  • The company's leadership in the North American market and extensive retailer network provide a strong foundation for continued growth and market dominance.
  • Innovative advertising solutions, such as shoppable ads on YouTube, can significantly boost Instacart's ad revenue and attract more brand partnerships.

What critics are saying

  • Negative customer experiences, such as overcharging issues, can damage Instacart's reputation and customer trust.
  • Legal issues, like the lawsuit involving actress Angie Harmon, can lead to financial and reputational damage.

What makes Instacart unique

  • Instacart's extensive network of over 500 retailers and local grocers provides unparalleled product variety and availability compared to competitors.
  • The company's partnerships with major brands and health systems, such as Northwell Health and Welldoc, extend its service offerings beyond traditional grocery delivery.
  • Instacart's integration with platforms like YouTube for shoppable ads showcases its innovative approach to retail media and advertising.

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Benefits

Go far together

Grow the pie

Roll up your sleeves

Put it all on the table

Serve generously