Remote Manager, Enterprise Customer Success
Instacart
๐ต $107k-$118k
๐Remote - Canada
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Job highlights
Summary
Join Instacart's team and lead a team of Customer Success Managers to drive growth for our largest retail partners. Oversee the overall book of business, train and develop CSMs, collaborate with cross-functional teams, and improve customer success processes.
Responsibilities
- Oversee the overall book of business for all CSMs reporting to you
- Continually train and develop the CSMs reporting to you
- Collaborate and build deep relationships with Business Development, Data Science, and Product teams to execute and help create tools and playbooks for retailer engagement and growth on the Instacart Platform
- Act as a subject matter expert on Instacartโs enterprise offerings, providing guidance and educating CSMs on best practices for success
- Develop and refine templates for partner-facing materials to clearly communicate the benefits of our enterprise solutions
- Understand and articulate internal processes and competitive landscape, ensuring your team effectively navigates and leads within our industry
- Engage with internal and external partners at all levels to educate, collaborate, and solve problems effectively
- Develop a profound understanding of both our business operations and the competitive landscape relevant to distinct solutions
- Continuously improve customer success and cross-functional processes, metrics, and strategies
- Coordinate with Business Development to align Instacartโs varying enterprise solutions with the specific business goals of different retail partners
- Join retailer calls to support your CSMs and build your own retailer relationships
- Promote unique value propositions of our diverse solutions to maximize partner success and satisfaction
- Monitor retailer KPIs for your entire book of business across different platforms to ensure effective adoption and optimize the implementation of best practices
- Maintain and expand product knowledge to continuously enhance service delivery and retailer education
- Act as a key internal liaison for retail partners, facilitating robust feedback loops with Product teams to refine our offerings
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