Enterprise Customer Success Manager
Offer summary
Qualifications:
Bachelor’s degree in Business, Engineering, Economics, or related fields., 3+ years of experience in Customer Success, Consulting, or Retail Operations., Strong technical aptitude and project management skills., Exceptional communication skills and proficiency in data analysis..Key responsibilities:
- Lead growth and relationship management strategies for retail partners.
- Collaborate with cross-functional teams to optimize partner success.
- Create and deliver presentations demonstrating the value of Instacart’s solutions.
- Monitor partner KPIs to ensure strong adoption and implementation of best practices.
Job description
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
At Instacart, we’re seeking a highly-skilled Enterprise Customer Success Manager to lead and champion our relationships with strategic retail partners leveraging Caper solutions. This role is a cornerstone in driving the success of our enterprise offerings, acting as a trusted advisor to our partners and representing their voice within Instacart. You’ll also play an integral part in refining our customer success methodologies and metrics—delivering impactful outcomes for Instacart and our partners alike.
About the Team
This role is part of the Enterprise Customer Success team—a dynamic group within the broader Enterprise Solutions organization. You’ll work cross-functionally with specialized groups such as Technical Account Management, Project Management, Solutions Architecture, Technical Support, Documentation, and Product Management. As a member of this team, you’ll be at the center of some of Instacart’s most impactful business operations and strategic initiatives, helping to drive enterprise-level growth.
About the Job
- Lead growth and relationship management strategies for a portfolio of retail partners using Caper’s innovative solutions.
- Serve as a trusted advisor to a diverse range of stakeholders—from executives to retail floor associates.
- Collaborate with cross-functional teams, including Business Development, Data Science, and Product Management, to develop playbooks and strategies that optimize partner success.
- Create and deliver compelling partner-facing materials and presentations to demonstrate the value of Instacart’s enterprise solutions.
Caper-Specific Responsibilities:
- Act as a subject matter expert in Caper’s in-store experience, educating internal and external audiences on best practices and successful implementation strategies.
- Present and evangelize the Caper product suite to external stakeholders, including live demonstrations of enterprise offerings.
- Identify and translate retail associate pain points into actionable insights for internal teams like Product and Data Science.
- Work with cross-functional stakeholders to design a product offering that meets the needs of consumers and retail partners alike.
Your Day-to-Day:
- Align Instacart’s enterprise solutions with the unique business goals of various retail partners in collaboration with Business Development.
- Demonstrate the unique value propositions of Instacart’s solutions to enhance partner satisfaction and success.
- Monitor partner KPIs to ensure strong adoption and implementation of industry best practices.
- Maintain an ever-evolving knowledge of Instacart’s product offerings to ensure premier service delivery and partner education.
- Serve as an internal champion for retail partners, creating effective feedback loops with Product teams for consistent improvement and innovation.
About You
Minimum Qualifications:
- A Bachelor’s degree or equivalent in Business, Engineering, Economics, or related fields.
- 3+ years of experience in Customer Success, Consulting, Industrial Engineering, Retail Operations, or a similar field.
- Proven ability in project and program management.
- Strong technical aptitude with the capacity to articulate complex product capabilities effectively.
- Drive to thrive in a fast-paced and rapidly evolving environment.
- Exceptional communication skills with the ability to distill complex ideas into clear and impactful messages.
- Proficiency in data analysis and turning large datasets into actionable insights.
- Experience in cross-functional collaboration and crafting executive-level presentations.
- Creative, proactive, and solution-oriented mindset.
- Skilled at relationship building and cultivating influence in professional interactions.
Preferred Qualifications:
- Industry-specific experience in grocery, e-commerce, or operations.
- Experience in developing customer success frameworks from the ground up.
- Hands-on experience with hardware solutions.
- Familiarity with collaborative account management alongside Sales teams.
Travel Requirements:
- Travel within the continental U.S. and Canada is required to visit retail locations and customer headquarters. The frequency of travel will vary throughout the year.
- Occasional weekend travel may be required to support launches or major events.
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.
Required profile
Experience
Other Skills
- Technical Acumen
- Program Management
- Relationship Building
- Creativity
- Proactivity
- Communication
- Problem Solving
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