Enterprise Customer Success Manager

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.

Qualifications include:

• 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 capacity to articulate complex product capabilities effectively
• Drive to thrive in a fast-paced and rapidly evolving environment
• Exceptional communication skills
• Proficiency in data analysis
• Experience in cross-functional collaboration and executive-level presentation crafting
• Creative, proactive, and solution-oriented mindset
• Skilled relationship building and professional influence

Preferred:

• Industry-specific experience in grocery, e-commerce, or operations
• Experience developing customer success frameworks from the ground up
• Hands-on hardware solutions experience
• Familiarity with collaborative account management alongside Sales teams

Travel within continental U.S. and Canada required for retail and customer HQ visits; occasional weekend travel possible.