Enterprise Customer Success Manager, Instacart
Whitelabel
CA$122-135k
+ Equity grant as well as annual refresh grant
Online grocery marketplace & grocery tech platform
Open for applications
Online grocery marketplace & grocery tech platform
1001+ employees
Open for applications
CA$122-135k
+ Equity grant as well as annual refresh grant
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 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
Desirable
- Experience in the grocery, e-commerce, or operations sectors
- Experience in developing customer success best practices from scratch
- Experience in co-managing accounts with Account Management-style Sales teams
What the job involves
- We are seeking an Enterprise Customer Success Manager to support and expand our relationships with key, strategic retail partners using our Whitelabel Ecommerce solutions
- This role is pivotal in driving the success of our enterprise offerings by providing proactive, strategic advice on best practices for driving growth, representing the retailer's interests internally, and refining our customer success methodologies and metrics
- As part of the Enterprise Customer Success team within the broader Enterprise Solutions organization, you will collaborate with colleagues across multiple specialized groups such as Technical Account Management, Project Management, Solutions Architecture, Technical Support, Documentation, and Sales Engineering
- This role involves extensive cross-functional collaboration, offering exposure to a wide range of business operations and initiatives
- 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
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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