[Hiring] Senior Manager, Technical Account Management @Instacart

Role Description

Instacart is seeking a Senior Manager to build, train, and lead our Technical Account Management (TAM) practice and own post-launch technical excellence for our premier Storefront Pro (SFP) product.

• Hire, train, and develop the Technical Account Management team from the ground up, growing it through coaching and mentorship into a world-class practice.
• Define, develop, and refine the approach to platform health for SFP; identify and monitor key metrics and establish measurement as a foundational team practice.
• Design and operate the team's operating model — portfolio assignment, tiering by account size and complexity, coverage, and escalation paths — and evolve it as the portfolio scales.
• Develop and operate systems of intake and prioritization spanning external and internal stakeholders, balancing competing priorities across resource management, product roadmap, and business commitments.
• Serve as a senior escalation point for critical issues, communicating with retailer stakeholders at all levels — including C-suite — across a range of platform matters.
• Negotiate scope and responsibility boundaries with partners and internally, holding a principled line on what the TAM function owns versus Customer Success, Project Management, Technical Support, Solution Architecture, and Engineering.
• Initiate and operate internal cross-functional initiatives that drive continuous technical improvement in SFP's deployments and operation, and synthesize systemic patterns into product and engineering roadmap influence.

Qualifications

• 10+ years of experience in technical account management, solutions engineering/architecture, technical consulting, or engineering, ideally in SaaS or platform environments.
• 5+ years leading, hiring, and maturing engineering and/or engineering-adjacent teams; experience building or significantly scaling a team is strongly preferred.
• Outstanding communication and presentation skills, including experience liaising with VP-level and C-suite stakeholders on high-priority issues.
• Ability to define and drive large-scale transformation programs across a cross-functional landscape with measurable impact.
• Engineering depth at scale and speed: ability to analyze and diagnose complex platform integrations — REST APIs, authentication, ETL, message queues, async patterns, error handling and recovery — and drive improvements.
• Proven ability to balance proactive and reactive approaches to technical health, delivering on urgent needs without compromising long-term maintainability.
• Ability to thrive in a highly collaborative landscape, coordinating across many internal partners (project management, customer success, product management, engineering, solution architecture) to consistently deliver successful outcomes.

Requirements

• Experience founding or bootstrapping a TAM, professional services, or post-launch technical delivery function.
• Deep domain expertise in at least one area of enterprise architecture: loyalty, identity, payments, point of sale, or catalog.
• Understanding of the grocery retail or e-commerce ecosystem, including in-store operations and last-mile fulfillment.
• Experience within a platform company's partner/integration ecosystem; familiarity with multi-tenancy, CI/CD, and cloud architectures; exposure to gRPC/protobuf in addition to REST.

Benefits

• Highly market-competitive compensation and benefits in each location where our employees work.
• Remote work flexibility under our Flex First remote work policy.
• New hire equity grant as well as annual refresh grants.

Company Description

Instacart is transforming the grocery industry by inviting the world to share love through food, believing everyone should have access to the food they love and more time to enjoy it together. Instacart has become a lifeline for millions of people, providing essential services for grocery delivery.