Enterprise Customer Success Manager, Instacart

• 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

Desirable

• At Instacart, we’re seeking a highly-skilled Enterprise Customer Success Manager to lead and champion our relationships with strategic retail partners leveraging Caper solutions
• This role is a cornerstone in driving the success of our enterprise offerings, acting as a trusted advisor to our partners and representing their voice within Instacart
• You’ll also play an integral part in refining our customer success methodologies and metrics—delivering impactful outcomes for Instacart and our partners alike
• This role is part of the Enterprise Customer Success team—a dynamic group within the broader Enterprise Solutions organization
• You’ll work cross-functionally with specialized groups such as Technical Account Management, Project Management, Solutions Architecture, Technical Support, Documentation, and Product Management
• As a member of this team, you’ll be at the center of some of Instacart’s most impactful business operations and strategic initiatives, helping to drive enterprise-level growth
• 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