Senior Manager, CPG Customer Success

🕒 October 13

🇺🇸 United States – Remote

💵 $148k - $187k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Instacart

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

🍽️ Food & Beverage

📦 Logistics

🛍️ eCommerce

💰 $232M Venture Round on 2021-11

Food & Beverage • Logistics • eCommerce

Instacart is a company that offers a flexible approach to work while transforming the grocery industry. It provides an essential service by delivering groceries and household goods to customers' doors in as little as 30 minutes. Instacart offers safe and flexible earning opportunities to personal shoppers and tackles challenges such as rerouting deliveries during snowstorms and connecting customers with coupons and deals. It aims to be the operating system for the grocery industry, thus helping customers save time for other activities. Instacart emphasizes diversity, equity, and belonging in its work culture.

📋 Description

• Lead, hire, mentor, and develop a high-performing Customer Success team • Drive team performance and customer satisfaction through metrics, coaching, strategic planning, and continuous improvement • Shape the Customer Success organization as it scales by standardizing processes, building playbooks, and establishing best practices • Oversee the customer journey from onboarding through adoption and scaled rollout of revenue strategies • Guide analysis and synthesis of test results and delivery of data-driven customer insights • Manage complex, multi-stakeholder customer relationships as a senior point of contact • Drive customer engagement, satisfaction, renewals, and business expansions • Collaborate with Sales, Product, Marketing, Enablement, and Pre-Sales teams • Represent customer feedback to Product, Engineering, and Data Science teams to inform roadmap decisions • Identify account trends and drive strategic decisions across the organization

🎯 Requirements

• 12+ years of work experience • 5+ years of team leadership experience in a B2B SaaS environment • Demonstrated success in customer retention, expansion, and satisfaction • Proven ability to build, scale, and manage high-performing Customer Success teams • Experience managing complex, multi-stakeholder customer relationships • Deep expertise in CPG and/or Retail, including trade promotion, consumer insights, and merchandising dynamics • Ability to translate complex customer needs into actionable strategies • Strong analytical background, including data analysis and synthesis into presentations and executive narratives • Experience developing business processes and best practices in fast-paced, high-growth environments • Excellent communication and presentation skills with senior executives and multi-stakeholder audiences • Ability to motivate clients and internal teams through process or organizational change • Willingness to travel up to 40% • Preferred: Experience with CPG SaaS solutions, consumer insights, promotional strategy, or retail execution technologies • Preferred: Experience driving innovation in evolving technological landscapes • Preferred: Proficiency with data visualization tools and CRM systems • Preferred: Experience analyzing CS metrics including NRR, retention rates, and time-to-value • Preferred: Experience managing remote or distributed teams

🏖️ Benefits

• Sales Incentive Plan with cash variable incentive target based on individual sales performance • New hire equity grant • Annual refresh equity grants • Market-competitive compensation and benefits • Flexible work location through Instacart’s Flex First policy, including home, office, or coffee shop work options • Regular in-person events

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