Enterprise Customer Success Manager


March 25, 2021

New York, NY, US

As we continue our fast growth, we are looking to add to our Business Development team. We are hiring an Enterprise Customer Success Manager to help support and grow our largest and most strategic retail partners. In this role, you will have responsibilities including, but not limited to, providing proactive and strategic guidance on optimal usage of enterprise offerings, serving as the internal voice of the retailer, cross-functional internal coordination of retailer requests/initiatives, and assisting with the development of the customer success processes, metrics and engagement strategies throughout the customer lifecycle.
  • Develop and lead the customer relationship strategy for a portfolio of strategic retail partners, which promotes productivity, retention and loyalty for Instacart's suite of enterprise offerings including ecommerce SaaS and API services.
  • Collaborate with Business Development, Technical Delivery and Product teams to execute on and help create playbooks, data points, tools and resources to educate and encourage the upsell/cross-sell/renewal of retail partnerships on the platform
  • Be a subject matter expert of Instacart's enterprise offering and provide consultative services to internal and external audiences to educate on best practices and tactics for optimal success on the platform
  • Help develop partner-facing collateral and lead presentations to external audiences to evangelize enterprise offering, including demonstrations of the suite of enterprise products and services
  • Establish a deep understanding of Instacart's business operations, including internal processes, functional group strategies, and competitive landscape context
  • Engage, educate, collaborate, and problem solve with internal and external partners at all levels of the organization

  • 5+ years previous Customer Success or other relevant experience
  • Prior experience should focus on enterprise and / or SaaS
  • Strong project/program management skills
  • Technical acumen to allow effective articulation of Instacart's Enterprise capabilities & offerings highly preferred
  • Excellent communication skills with the ability to distill complex issues
  • Comfort with large data sets and ability to extract business insights from analysis
  • Comfort with ambiguity and a rapidly evolving business landscape
  • Solid stakeholder management skills, both for internal and external stakeholders
  • Quick communication response times
  • Ability to manage across functions and present to leadership
  • Creative problem-solver
  • Positive, energetic, and influential relationship builder