[Hiring] Senior Customer Success Manager @Instacart

Role Description

Instacart's Customer Success team partners with retailers to bring Caper's in-store AI solutions—such as smart carts and computer vision–powered experiences—to life at scale. As a Senior Customer Success Manager, you will drive measurable outcomes for our retail partners, from pilot to nationwide rollout, ensuring stores, shoppers, and operators see tangible value every day.

• Own a portfolio of enterprise retail accounts using Caper's in-store AI solutions; build strong relationships with retailer stakeholders to drive adoption, expansion, and renewals.
• Serve as a trusted advisor to retail managers, directors, and cross-functional counterparts, providing strategic guidance on store operations, change management, and value realization.
• Support end-to-end deployments—from pilot design through regional or nationwide scale—partnering with product, engineering, sales, and field operations; contribute to success metrics, milestones, and risk mitigation plans.
• Maintain and refine playbooks, health scoring, and QBR cadences; forecast account health and surface voice-of-customer insights that inform product roadmaps and prioritization.
• Lead resolution of cross-functional escalations spanning hardware, software, and store operations; contribute to post-mortems and implement preventative improvements.
• Quantify ROI (e.g., labor savings, throughput, basket size) and present outcomes to retailer stakeholders; support multi-year commercial strategies and expansion conversations.
• Travel up to 30% for onsite store visits, pilot support, and partner meetings as needed.

Qualifications

• 6+ years of experience in Customer Success, Account Management, or Consulting for B2B technology, with 3+ years supporting enterprise retail clients.
• Proven track record managing executive relationships and renewals for strategic accounts with significant annual contract value.
• Hands-on experience delivering or supporting in-store retail technology (e.g., POS, computer vision, smart carts, self-checkout, IoT) across multiple locations.
• Demonstrated success contributing to complex rollouts and programs, including pilot support, change management, and store operations readiness.
• Proficiency with CRM and success tooling (e.g., Salesforce, Gainsight) to manage health, forecasting, and QBRs.
• Bachelor's degree in Business, Engineering, Operations, or related field, or equivalent practical experience.
• Willingness to travel up to 30% within North America.

Requirements

• Experience with AI/ML or computer vision products in a retail environment.
• Background supporting hardware–software deployments and coordinating with field services or store operations teams.
• Analytical fluency with tools like Looker or Tableau; SQL proficiency to build/interpret dashboards and quantify ROI.
• Experience supporting programs scaling from pilot to 50+ store deployments and contributing to enterprise change management.
• Commercial awareness across renewals, SOWs, and expansion conversations; comfort presenting to Director-level stakeholders.
• Track record contributing to product and engineering roadmap conversations via structured voice-of-customer feedback.

Benefits

• Highly market-competitive compensation and benefits.
• Remote work flexibility under the Flex First policy.
• New hire equity grant as well as annual refresh grants.