Enterprise Customer Success Manager
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. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.
Introducing Our Hybrid Working Model
As the future of work evolves, so do we. We have a hybrid model where our roles are open to in-office, flex, or remote work. Learn more about our flexible approach to where we work.
ABOUT THE JOB
- Develop and lead the customer relationship strategy for a portfolio of strategic retail partners, which promotes productivity, retention and loyalty for Instacart’s suite of enterprise offerings including ecommerce SaaS and API services.
- Collaborate with Business Development, Technical Delivery and Product teams to execute on and help create playbooks, data points, tools and resources to educate and encourage the upsell/cross-sell/renewal of retail partnerships on the platform
- Be a subject matter expert of Instacart’s enterprise offering and provide consultative services to internal and external audiences to educate on best practices and tactics for optimal success on the platform
- Help develop partner-facing collateral and lead presentations to external audiences to evangelize enterprise offering, including demonstrations of the suite of enterprise products and services
- Establish a deep understanding of Instacart's business operations, including internal processes, functional group strategies, and competitive landscape context
- Engage, educate, collaborate, and problem solve with internal and external partners at all levels of the organization
ABOUT YOU
- 5+ years previous Customer Success or other relevant experience
- Prior experience should focus on enterprise and / or SaaS
- Strong project/program management skills
- Technical acumen to allow effective articulation of Instacart’s Enterprise capabilities & offerings highly preferred
- Excellent communication skills with the ability to distill complex issues
- Comfort with large data sets and ability to extract business insights from analysis
- Comfort with ambiguity and a rapidly evolving business landscape
- Solid stakeholder management skills, both for internal and external stakeholders
- Quick communication response times
- Ability to manage across functions and present to leadership
- Creative problem-solver
- Positive, energetic, and influential relationship builder
#LI-Remote
Accommodations & Accessibility
At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.