Remote Enterprise Customer Success Manager

Summary

Join Instacart's Enterprise Customer Success team as we transform the grocery industry and deliver an essential service to millions of people. We're seeking a highly motivated Enterprise Customer Success Manager to support strategic retail partners, drive growth, and refine customer success methodologies.

Requirements

• 5+ years in Customer Success, Consulting, or a relevant field
• Has managed a book of business including strategic Enterprise customers
• Strong project and program management skills
• Technical acumen with the ability to effectively communicate the capabilities of complex Enterprise products and solutions
• Self-motivated in a fast-paced and evolving environment
• Exceptional communication skills; proficient in simplifying complex topics
• Comfortable working with large data sets and extracting actionable insights
• Skilled at cross-functional management and executive presentations
• Creative, proactive problem-solving skills
• Positive and influential relationship-building capabilities

Responsibilities

• Lead customer relationship and growth strategies for a portfolio of strategic retail partners
• Gain a comprehensive understanding of Instacart's business operations and the competitive landscape
• Partner with Business Development, Data Science, and Product teams to develop and execute playbooks and strategies that drive retailer success
• Serve as a subject matter expert on Instacart’s enterprise offerings, educating both internal and external stakeholders on effective strategies for growth
• Develop and lead customer presentations and the creation of partner-facing materials to promote the benefits of our enterprise solutions
• Help continually uplevel CSM processes and best practices in a dynamic and rapidly-changing business environment
• Strategic planning in partnership with Business Development teams to align Instacart’s offerings with retailers' business goals
• Evangelize the value proposition of our Enterprise solutions to maximize partner success
• Monitor and leverage retailer KPIs to assess efficacy of best practice and feature adoption
• Maintain and deepen product knowledge to enhance service delivery and client education
• Partner with Product teams to provide feedback on the platform and internally represent the Voice of the Retailer

Benefits

• Highly market-competitive compensation
• Remote work option
• Base pay range: $122,000 — $135,000 CAD (for Canadian based candidates)