[Hiring] Senior Manager, Customer Success @Instacart

Role Description

Join Instacart Insights as a Senior Manager of Customer Success. We are searching for an experienced CS leader with deep CPG and retail expertise to drive customer value delivery and satisfaction with Instacart Insights' pioneering SaaS solutions. As a senior leader within the Customer Success organization, you will play a pivotal role in building the future of our commercial organization.

• Oversee a team of Managers and Customer Success Managers focused on CPG brands of all sizes.
• Coach them through the full customer lifecycle, from onboarding and micro-testing to data-driven insights and scaled rollout of optimal topline revenue strategies.
• Shape how a world-class Customer Success team operates while introducing novel capabilities to transform the market.

Qualifications

• 12+ years of work experience with 5+ years of team leadership experience in a B2B SaaS environment.
• Proven track record of building, scaling, and managing high-performing Customer Success teams.
• Experience managing complex, multi-stakeholder customer relationships.
• Deep expertise in CPG and/or Retail verticals.
• Strong analytical background, including data analysis and synthesis into compelling presentations.
• Excellent communication and presentation skills.
• Willingness to travel up to 40%.

Requirements

• Demonstrated success in customer retention, expansion, and satisfaction.
• Experience developing business processes and best practices in fast-paced, high-growth environments.
• Demonstrated ability to motivate clients and internal teams through process or organizational change.

Benefits

• Highly market-competitive compensation and benefits.
• Remote work flexibility.
• Sales Incentive Plan based on individual sales performance.
• New hire equity grant and annual refresh grants.