Senior Customer Success Manager, Storefront Pro

🔥 0 minutes ago

🏄 California, Connecticut, +2 more states – Remote

🏄 California – Remote 🦌 Connecticut – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote

💵 $112k - $165.5k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Instacart

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

🛍️ eCommerce

🚗 Transport

🛒 Retail

💰 $232M Venture Round on 2021-11

eCommerce • Transport • Retail

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

• Own a portfolio of enterprise grocery retail accounts on Storefront Pro; build strong relationships with retailer stakeholders to drive adoption, expansion, and renewals across web, app, and omnichannel experiences. • Serve as a trusted advisor to retail digital, marketing, and operations leaders — providing strategic guidance on e-commerce program growth, change management, and value realization across the full platform. • Support end-to-end platform launches, success metrics, milestones, and risk mitigation plans. • Maintain and refine playbooks, account health scoring, and QBR cadences; forecast account health and surface voice-of-customer insights that inform Storefront Pro's product roadmap and prioritization. • Lead resolution of cross-functional escalations spanning platform, integrations, catalog, and fulfillment operations; contribute to post-mortems and implement preventative improvements. • Quantify ROI (e.g., year-over-year online sales growth, basket size, conversion rate, retail media revenue) and present outcomes to retailer stakeholders; support multi-year commercial strategies and platform expansion conversations. • Help retailers unlock the full value of the Storefront Pro ecosystem — including, loyalty and coupon integrations, AI-powered personalization, and merchandising tools. • Travel up to 30% for onsite retailer visits, launch support, and partner meetings as needed.

🎯 Requirements

• 6+ years of experience in Customer Success, Account Management, or Consulting for B2B technology, with 3+ years supporting enterprise retail or grocery clients. • Proven track record managing executive relationships and renewals for strategic accounts with significant annual contract value. • Hands-on experience delivering or supporting e-commerce platforms (e.g., white-label storefronts, OMS, CMS, digital merchandising, or loyalty integrations) across multiple retail banners or regions. • Demonstrated success contributing to complex platform launches and programs, including onboarding, change management, and digital operations readiness. • Proficiency with CRM and success tooling (e.g., Salesforce, Gainsight) to manage account health, forecasting, and QBRs. • Bachelor's degree in Business, Engineering, Marketing, Operations, or a related field, or equivalent practical experience. • Willingness to travel up to 30% within North America.

🏖️ Benefits

• Instacart provides highly market-competitive compensation and benefits in each location where our employees work. • This role is eligible for a new hire equity grant as well as annual refresh grants. • Flexible work arrangements. • Health insurance. • Bonuses.