Enterprise Customer Success Manager

Summary

Join Instacart as an Enterprise Customer Success Manager to lead and champion relationships with strategic retail partners using Caper solutions. This cornerstone role involves acting as a trusted advisor to partners, representing their voice within Instacart, and refining customer success methodologies. You will collaborate with cross-functional teams, create compelling partner-facing materials, and act as a subject matter expert on Caper's in-store experience. Daily tasks include aligning Instacart's solutions with partner goals, demonstrating value propositions, monitoring KPIs, maintaining product knowledge, and serving as an internal champion for partners. This remote role requires travel within the continental U.S. and Canada.

Requirements

• 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

Responsibilities

• 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
• 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
• 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

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

Benefits

• Instacart provides highly market-competitive compensation and benefits in each location where our employees work
• This role is eligible for a new hire equity grant as well as annual refresh grants