Enterprise Customer Success Manager

Instacart; United States; Remote; CAD 122,000 - 135,000; Full time

Job summary

An innovative company is seeking a highly-skilled Enterprise Customer Success Manager to lead strategic retail partnerships. This role is pivotal in driving enterprise growth and optimizing partner success through collaboration and insightful strategies. You'll serve as a trusted advisor, delivering impactful presentations and refining customer success metrics. Join a dynamic team that values flexibility and creative problem-solving in a fast-paced environment, where your contributions will directly influence the success of our enterprise offerings and enhance customer experiences.

Qualifications

• 3+ years in Customer Success or Retail Operations.
• Strong technical aptitude and project management skills.

Responsibilities

• Lead growth strategies for retail partners using Caper’s solutions.
• Monitor KPIs to ensure partner satisfaction and adoption.

Skills

Customer Success Management

Project Management

Data Analysis

Communication Skills

Relationship Building

Education

Bachelor’s degree in Business

Bachelor’s degree in Engineering

Bachelor’s degree in Economics

Job description

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. We see exciting complexity and endless opportunity in serving the varied needs of our community through grocery delivery. We work to deliver an essential service that customers rely on for groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions, and we’re building a team to advance our mission. If you’re ready to do the best work of your life, join us.

Instacart is a Flex First team

We offer flexibility in how we work—whether from home, an office, or your favorite coffee shop—while staying connected through regular in-person events. Learn more about our flexible work approach.

Overview About the Role

We’re seeking a highly-skilled Enterprise Customer Success Manager to lead relationships with strategic retail partners leveraging Caper solutions. This role is key in driving the success of our enterprise offerings, acting as a trusted advisor and representing our partners’ voices within Instacart. You’ll also help refine our customer success strategies and metrics, delivering impactful outcomes for both Instacart and our partners.

About the Team

This role is part of the Enterprise Customer Success team within the broader Enterprise Solutions organization. You’ll collaborate with teams such as Technical Account Management, Project Management, Solutions Architecture, Technical Support, Documentation, and Product Management. You’ll be at the heart of impactful business operations and strategic initiatives, helping to drive enterprise growth.

About the Job

• Lead growth and relationship management strategies for retail partners using Caper’s solutions.
• Serve as a trusted advisor to stakeholders from executives to retail associates.
• Work with cross-functional teams to develop strategies that optimize partner success.
• Create and deliver presentations to demonstrate the value of Instacart’s enterprise solutions.

Caper-Specific Responsibilities

• Act as a subject matter expert in Caper’s in-store experience, educating audiences on best practices.
• Present and promote the Caper product suite to external stakeholders.
• Identify retail associate pain points and translate them into insights for internal teams.
• Collaborate to design products that meet consumer and partner needs.

Your Day-to-Day

• Align solutions with retail partners’ business goals.
• Demonstrate the value of Instacart’s solutions to increase partner satisfaction.
• Monitor KPIs to ensure adoption and best practices.
• Keep updated on product offerings for excellent service and education.
• Provide feedback to Product teams for continuous improvement.

About You

Minimum Qualifications

• Bachelor’s degree in Business, Engineering, Economics, or related fields.
• 3+ years in Customer Success, Consulting, Retail Operations, or similar.
• Proven project and program management skills.
• Strong technical aptitude and ability to communicate complex product features.
• Ability to thrive in a fast-paced environment.
• Excellent communication skills, capable of simplifying complex ideas.
• Experience in data analysis and deriving insights.
• Proficiency in creating executive-level presentations.
• Creative, proactive, and solution-oriented mindset.
• Strong relationship-building skills.

Preferred Qualifications

• Experience in grocery, e-commerce, or operations.
• Experience developing customer success frameworks.
• Hands-on hardware experience.
• Experience working with Sales teams on account management.

Travel Requirements

• Travel within the U.S. and Canada to retail locations and headquarters, varying throughout the year.
• Occasional weekend travel for launches or major events.

Instacart offers competitive compensation and benefits. This remote role’s salary depends on location, with a base pay range of CAN $122,000 — $135,000 CAD for candidates in Ontario, Alberta, British Columbia, and Nova Scotia. Please review our remote work policy and benefits here.