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Senior Customer Success Manager, Caper

1 day, 23 hours ago
United States, Canada
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Computer Vision CRM IoT Looker Salesforce SQL Tableau
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 127

Description

  • Own a portfolio of enterprise retail accounts and build strong stakeholder relationships to drive adoption, expansion, and renewals.
  • Serve as a trusted advisor to retail leaders on store operations, change management, and value realization.
  • Support end-to-end deployments from pilot design through regional or nationwide scale.
  • Partner cross-functionally with product, engineering, sales, and field operations to deliver successful implementations.
  • Maintain and refine playbooks, health scoring, QBR cadences, and account forecasting processes.
  • Surface customer feedback and voice-of-customer insights to inform product roadmap and prioritization.
  • Lead resolution of escalations across hardware, software, and store operations, and help implement preventative improvements.
  • Quantify ROI and present outcomes such as labor savings, throughput, and basket size to retailer stakeholders.
  • Support multi-year commercial strategies and expansion conversations.
  • Travel up to 30% for store visits, pilot support, and partner meetings.

Requirements

  • 6+ years of experience in Customer Success, Account Management, or Consulting for B2B technology.
  • 3+ years of experience supporting enterprise retail clients.
  • Proven track record managing executive relationships and renewals for strategic accounts with significant annual contract value.
  • Hands-on experience delivering or supporting in-store retail technology such as POS, computer vision, smart carts, self-checkout, or IoT across multiple locations.
  • Demonstrated success supporting complex rollouts, including pilot support, change management, and store operations readiness.
  • Proficiency with CRM and customer success tools such as Salesforce and Gainsight.
  • Bachelor's degree in Business, Engineering, Operations, or a related field, or equivalent practical experience.
  • Willingness to travel up to 30% within North America.
  • Experience with AI/ML or computer vision products in a retail environment, preferred.
  • Analytical fluency with tools like Looker or Tableau, and SQL proficiency, preferred.

Benefits

  • Flexible remote work across the U.S. and Canada under Instacart’s Flex First model.
  • Highly market-competitive compensation with location-based base pay.
  • New hire equity grant eligibility.
  • Annual equity refresh grants.
  • Benefits offerings available to employees, with details provided by Instacart.

Interested in this position?

Apply directly on the company website

Apply Now

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