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Manager, Customer Success

1 hour, 52 minutes ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Apply Now
instacart.careers

instacart.careers

Instacart is a leading grocery technology company in North America that works with grocers and retailers to transform how people shop. They partner with over 1,000 national, regional, and local retail banners to facilitate online shopping, delivery, an...

Internet Software & Services
1K-5K
View All Jobs 50

Description

  • Lead, mentor, and develop a team of up to 6 Customer Success Managers and Associates.
  • Oversee the customer journey from onboarding through full adoption and renewal.
  • Partner with leadership to standardize processes, build playbooks, and establish best practices.
  • Manage key multi-stakeholder customer relationships as a senior point of contact.
  • Guide customers in using micro-testing and data insights to improve prices and promotions at scale.
  • Support the team in analyzing and synthesizing test results into actionable customer recommendations.
  • Drive customer engagement, satisfaction, renewals, and expansion opportunities.
  • Collaborate cross-functionally with Product, Engineering, and Data Science to improve offerings based on customer feedback.
  • Lead customers through organizational and process changes required to adopt AI-powered pricing and promotional strategies.
  • Create opportunities for team learning, growth, and continuous improvement.

Requirements

  • 10+ years of work experience, including 3+ years of team leadership experience.
  • Proven success developing high-performing teams in a fast-paced, technology-driven environment.
  • Experience managing complex, multi-stakeholder customer relationships with high satisfaction rates.
  • Ability to translate complex customer needs into actionable strategies for a team and organization.
  • Ability to identify trends across multiple customer accounts and use insights to drive strategic decisions.
  • Strong analytical background with experience in data analysis and presentation synthesis.
  • Project management experience delivering complex projects on time.
  • Demonstrated ability to motivate clients through process or organizational change.
  • Excellent communication skills.
  • Experience with AI-powered solutions, particularly in pricing or promotional strategies, preferred.
  • Experience driving innovation in rapidly evolving technological landscapes, preferred.
  • 5+ years of experience within the CPG and retail ecosystem, preferred.
  • Direct exposure to consumer/shopper behavior analysis, preferred.
  • Advanced degree in Business, Economics, or a related field, preferred.
  • Proficiency with data visualization tools and CRM systems, preferred.
  • Experience in a high-growth tech company or SaaS environment, preferred.

Benefits

  • Remote Flex First work arrangement with flexibility to work from home, an office, or another location.
  • Highly market-competitive compensation.
  • Base salary range of $149,000-$157,000 USD in WA, $142,000-$150,000 USD in select states, $129,000-$136,000 USD in other states, and $155,000-$163,500 USD in CA, NY, CT, and NJ.
  • Sales Incentive Plan.
  • New hire equity grant.
  • Annual refresh equity grants.
  • Access to Instacart’s benefits offerings.

Interested in this position?

Apply directly on the company website

Apply Now

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