Manager, Enterprise Customer Success

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 Instacart’s 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 Instacart’s 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