Senior Enterprise Customer Success Manager, Caper - Instacart

About the Role

Instacart is seeking highly skilled Senior Enterprise Customer Success Managers to lead and champion our relationships with key strategic retail partners across Caper solutions. As successful candidates, you will provide strategic insights to propel the success of our enterprise offerings, advocate for retailers' interests within Instacart, and drive ongoing refinement of our customer success methodologies and metrics.

About the Team

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 Technical Account Management, Project Management, Solutions Architecture, Technical Support, Documentation, and Product Management. Your work will have broad exposure to a range of significant business operations and strategic initiatives, placing you at the core of our enterprise-level expansion efforts.

About the Job 

• Lead growth strategies and customer relationship enhancement for a portfolio of strategic retail partners working with Caper
• Be a trusted advisor to a variety of stakeholders from retailer executives to store associates
• Partner with Business Development, Data Science, and Product teams to design and implement playbooks and strategies that maximize retailer success.
• Serve as a subject matter expert on Caper, 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.

for Caper specific

• Be a subject matter expert of Caper’s in-store experience and how it interacts with and augments Instacart’s other enterprise offerings, and provide consultative services to internal and external audiences to educate on best practices and tactics for optimal success on the platform
• Help develop retail management-facing collateral and lead presentations to external audiences to evangelize Caper offering, including demonstrations of the suite of enterprise products and services 
• Understand retail associate pain points and needs, and convert them into actionable insights for cross-functional stakeholders 
• Work with cross-functional stakeholders within Instacart to build a Product that appeals to and works for both consumers and our retail partners

your day-to-day

• Coordinate with Business Development to align Instacart’s varying enterprise solutions with the specific business goals of different retail partners.
• Promote unique value propositions of our diverse solutions to maximize partner success and satisfaction.
• Monitor retailer KPIs 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.

About You

Minimum Qualifications

• Bachelor's degree or equivalent in business, engineering, economics or related fields
• 5+ years in Customer Success, Consulting, Industrial Engineering, Retail Operations or related fields
• Proven 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.

Preferred Qualifications

• Specific industry experience in grocery, e-commerce, or operations.
• Hands-on experience in creating customer success strategies from scratch.
• Experience working with hardware 
• Experienced in collaborative management of enterprise accounts alongside Account Management-style Sales teams.
• Working knowledge of SQL

Travel Requirements

• Travel will be required within the continental US and Canada to visit both retail locations and customer head offices; amount of travel required may vary significantly throughout the year
• Weekend travel may be occasionally (but infrequently) required to support major launches and events