Overview
About the Role
Instacart is seeking highly skilled Senior Customer Success Managers to lead and champion our relationships with key strategic retail partners across our suite of retail media solutions (Carrot Ads). As successful candidates, you will lead growth plans with our retailer partners, provide strategic insights to propel the success of our advertising offerings, advocate for retailers' interests within Instacart, and drive ongoing refinement of our customer success methodologies and metrics.
About the Team
This role is housed within the Market Strategy and Planning organization. You will engage in substantive collaboration across multiple specialized groups, including Business Development, Product, Brand Partnerships, Solutions Architecture, and Technical Support. Your work will have broad exposure to a range of strategic initiatives and business operations, placing you at the core of our retail media expansion efforts.
About the Job
- Lead growth strategies for a portfolio of strategic retail partners across our suite of retail media solutions and services.
- Develop a profound understanding of both our business operations and the competitive landscape relevant to distinct solutions.
- Partner with Business Development, Data Science, and Product teams to design and implement playbooks and strategies that maximize retailer success and revenue.
- Serve as a subject matter expert on Instacart’s retail media offerings, advocating effective growth strategies to both internal and external stakeholders.
- Drive the development and execution of impactful partner-facing materials and presentations that showcase the benefits of our diverse enterprise solutions.
- Dynamically improve Customer Success Management processes and best practices to adapt to evolving business needs effectively.
- Lead the onboarding of new partners using Instacart’s retail media solutions, including training new partners on campaign tooling, reports and invoicing
- Lead the nurture strategies of onboarded partners, optimizing performance through strategic consultations, quarterly business reviews and roadmap presentations
- Promote unique value propositions of our solutions to maximize customer success and satisfaction.
- Monitor retailer KPIs to ensure effective program adoption
- Maintain and expand product knowledge to continuously enhance service delivery and retailer education.
- Act as a key internal liaison for retail partners, facilitating robust feedback loops with Product teams to refine our offerings.
About You
Minimum Qualifications
- 5+ years in Customer Success, Consulting, or related fields, with significant focus on managing strategic Enterprise customers across various technology platforms.
- Demonstrable experience with supporting monetization of retailer sites.
- Proven project and program management skills.
- Strong technical acumen, capable of understanding and conveying the capabilities of complex products.
- Motivated to work in a dynamic, fast-evolving environment.
- Outstanding communication skills, with proficiency in distilling complex concepts.
- Proficient in data analysis with the ability to derive actionable insights from large datasets.
- Experienced in cross-functional collaboration and executive presentations.
- Creative and proactive in problem-solving.
- Effective at building positive and influential relationships.
Preferred Qualifications
- Specific industry experience in advertising, grocery, and/or e-commerce
- Hands-on experience in creating customer success strategies from scratch.
- Experienced in collaborative management of enterprise accounts alongside Account Management-style Sales teams.
#LI-Remote
