Senior Customer Success Manager, Instacart
Ads
$120-160k
Salary dependent on candidates location
Online grocery marketplace & grocery tech platform
Open for applications
Online grocery marketplace & grocery tech platform
1001+ employees
Open for applications
$120-160k
Salary dependent on candidates location
1001+ employees
Company mission
To create a world where everyone has access to the food they love and have more time to enjoy it together.
Role
Who you are
- 5+ years in Customer Success, Consulting, or related fields, with significant focus on managing strategic Enterprise customers across various technology platforms
- Demonstrable experience with supporting enterprise solutions in the advertising spaceProven project and program management skills
- Strong technical acumen, capable of understanding and conveying the capabilities of complex products
- Motivated to work in a dynamic, fast-evolving environment
- Outstanding communication skills, with proficiency in distilling complex concepts
- Proficient in data analysis with the ability to derive actionable insights from large datasets
- Experienced in cross-functional collaboration and executive presentations
- Creative and proactive in problem-solving
- Effective at building positive and influential relationships
Desirable
- Specific industry experience in advertising, grocery, and/or e-commerce
- Hands-on experience in creating customer success strategies from scratch
- Experienced in collaborative management of enterprise accounts alongside Account Management-style Sales teams
What the job involves
- Instacart is seeking highly skilled Senior Customer Success Managers to lead and champion our relationships with key strategic retail partners across our suite of retail media solutions (Carrot Ads).
- As successful candidates, you will lead growth plans with our retailer partners, provide strategic insights to propel the success of our advertising offerings, advocate for retailers' interests within Instacart, and drive ongoing refinement of our customer success methodologies and metrics
- These roles are housed within the Enterprise Customer Success team, part of the larger Enterprise Solutions organization.
- You will engage in substantive collaboration across multiple specialized groups, including Business Development, Product, Brand Partnerships, Solutions Architecture, Technical Support and Sales Engineering.
- Your work will have broad exposure to a range of strategic initiatives and business operations, placing you at the core of our enterprise expansion efforts
- Lead growth strategies for a portfolio of strategic retail partners across our suite of retail media solutions and services
- Develop a profound understanding of both our business operations and the competitive landscape relevant to distinct solutions
- Partner with Business Development, Data Science, and Product teams to design and implement playbooks and strategies that maximize retailer success and revenue
- Serve as a subject matter expert on Instacart’s retail media offerings, advocating effective growth strategies to both internal and external stakeholders
- Drive the development and execution of impactful partner-facing materials and presentations that showcase the benefits of our diverse enterprise solutions
- Dynamically improve Customer Success Management processes and best practices to adapt to evolving business needs effectively
- Lead the onboarding of new partners using Instacart’s retail media solutions, including training new partners on campaign tooling, reports and invoicing
- Lead the nurture strategies of onboarded partners, optimizing performance through strategic consultations, quarterly business reviews and roadmap presentations
- Promote unique value propositions of our solutions to maximize customer success and satisfaction
- Monitor retailer KPIs to ensure effective program adoption
- 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
Our take
Instacart is an online grocery marketplace that operates a pick-up and delivery system in the US and Canada. Unlike standard grocery shopping, Instacart sends a “personal shopper” to your local store to buy your products, who then delivers them straight to your door on the same day via their own car. The company also supplies the Instacart Platform, with services for stores encompassing eCommerce, fulfilment, in-store, ads, and insights.
The increased modernization of society has meant more than ever that consumers are looking to buy their groceries online, making space for apps like Instacart to become daily life staples for years to come. Although the company must compete with other grocery store delivery services, such as Walmart’s own, it has expanded to cover large percentages of US and Canadian households, and is now aligned with over 900 retail banners across more than 75,000 locations.
Instacart's software offerings signify the company's focus on tech, designed to move it away from its dependence on the gig economy. To this end, the company has acquired FoodStorm, an order management system that powers end-to-end order-ahead and catering, integrating its technology into its enterprise suite. Despite an IPO in September 2023, market downturns have necessitated a 7% workforce cut in 2024, focused on middle management and creating a flatter organisational structure. With a new streamlined workforce, here's to hoping Instacart can maintain its momentum.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 14 rounds)
Nov 2021
$232m
LATE VC
Mar 2021
$265m
LATE VC
Total funding: $2.9bn
Company benefits
- Wellness Tailored to You: Medical, dental, vision, retirement, life & disability coverage right alongside physical & mental wellness programs, memberships and stipends to keep you and your family feeling your best.
- Family Building Benefits: No matter where you are in your family journey, we support you. Our plans cover modern family planning for all. We offer leave for all parents, flexible working schedules and an active Parents@ community.
- Work From Home Stipend: We help outfit your WFH setup and offer reimbursements so you can be your most productive while at home.
- Flexible Time Off: We all recharge differently. Take the time you need with our flexible time off policy and company-wide Self-Checkouts where we encourage everyone to sign off.
- Learning & Development: Whether you're just starting your career or leading teams, we provide customized L&D programs to help you grow and an annual allowance to pursue your development.
- Future Planning: We have you covered as you plan for your future. 401(k) matching in the US and RRSP in Canada, student loan assistance through Peanut Butter, free Rocket Lawyer membership, SoFi & First Republic financial planning and more.
- Four Year Fill-Up: We encourage our tenured employees to take longer breaks and truly unplug by doing something they love – typically four consecutive weeks around the four year mark.
- Community Connection: Support the communities you care about with volunteer weeks and get involved with our social impact program, Instacart Serves.
- Instacart Express Membership: We help keep your fridge stocked. Unlock grocery discounts with our Instacart Beta app while testing our latest features.
Company values
- Go far together
- Roll up your sleeves
- Grow the pie
- Put it all on the table
- Serve generously
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Apoorva Mehta
(Co-Founder & Chairman)Studied Electrical Engineering at University of Waterloo. Worked in Fulfillment Optimisation SDE at Amazon.com before going on to co-found Instacart.
Brandon Leonardo
(Co-Founder)Interned at Cisco Systems as an IT Engineer. Later became a Senior Web Developer at Webs and then a Venture Hacker at Angel List.
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