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Senior Customer Success Manager, Storefront Pro

1 hour, 16 minutes ago
United States, Canada
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM E-commerce 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 124

Description

  • Own a portfolio of enterprise grocery retail accounts and build strong stakeholder relationships to drive adoption, expansion, and renewals.
  • Serve as a trusted advisor to retail digital, marketing, and operations leaders on e-commerce growth, change management, and value realization.
  • Support end-to-end platform launches, including success metrics, milestones, and risk mitigation plans.
  • Maintain playbooks, account health scoring, and QBR cadences while forecasting account health and surfacing customer feedback to inform the product roadmap.
  • Lead resolution of cross-functional escalations across platform, integrations, catalog, and fulfillment operations.
  • Contribute to post-mortems and implement preventative improvements after major issues or escalations.
  • Quantify ROI and present business outcomes such as online sales growth, basket size, conversion rate, and retail media revenue to retailer stakeholders.
  • Support multi-year commercial strategy and platform expansion discussions with retail partners.
  • Help retailers maximize value from Storefront Pro features such as loyalty, coupon integrations, AI-powered personalization, and merchandising tools.
  • Travel up to 30% for onsite retailer visits, launch 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 or grocery clients.
  • Proven track record managing executive relationships and renewals for strategic accounts with significant annual contract value.
  • Hands-on experience supporting e-commerce platforms such as white-label storefronts, OMS, CMS, digital merchandising, or loyalty integrations.
  • Experience contributing to complex platform launches, including onboarding, change management, and digital operations readiness.
  • Proficiency with CRM and customer success tools such as Salesforce and Gainsight.
  • Bachelor's degree in Business, Engineering, Marketing, Operations, or a related field, or equivalent practical experience.
  • Willingness to travel up to 30% within North America.
  • Experience with grocery or food retail e-commerce, including digital promotions, loyalty programs, fulfillment models, and retail media, preferred.
  • Background supporting SaaS platform deployments with integrations across payments, loyalty, catalog, and third-party partners, preferred.
  • Analytical fluency with Looker or Tableau and SQL proficiency, preferred.
  • Experience scaling programs from pilot launch to 50+ banners or store locations, preferred.
  • Commercial experience with renewals, SOWs, and expansion conversations, preferred.
  • Comfort presenting to Director- and VP-level stakeholders, preferred.
  • Familiarity with retail media networks and ad monetization strategies such as Carrot Ads or comparable platforms, preferred.

Benefits

  • Competitive base salary ranging from $112,000 to $165,500 USD depending on location.
  • Eligible for a new hire equity grant.
  • Eligible for annual equity refresh grants.
  • Flexible remote work under Instacart's Flex First policy.
  • Remote-first role with flexibility to work from home, an office, or another preferred location.
  • Market-competitive compensation and benefits.
  • Benefits offerings available through Instacart's employee benefits program.

Interested in this position?

Apply directly on the company website

Apply Now

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