Senior Manager, CPG Customer Success
instacart · Full-time · Posted 3w ago
We're transforming the grocery industry
At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.
Instacart is a Flex First team
There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.
Why this role is on the menu
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. You will oversee a team of Managers and Customer Success Managers focused on CPG brands of all sizes, coaching them through the full customer lifecycle, from onboarding and micro-testing to data-driven insights and scaled rollout of optimal topline revenue strategies. This is an opportunity to shape how a world-class Customer Success team operates while experiencing first-hand the excitement of introducing novel, demonstrably superior capabilities to transform the market.
What you'll cook up in your first year
- Lead, hire, mentor, and develop a high-performing team of Customer Success professionals, driving team performance and customer satisfaction across the portfolio while embodying our "Serve Generously" value. Drive that performance through clear metrics, regular coaching, strategic planning, and a culture of continuous learning and improvement.
- Shape the future Customer Success organization as it rapidly scales. Partner closely with the Director, CS and cross-functional leaders to standardize processes, build playbooks, and establish best practices across the broader organization.
- Oversee the end-to-end customer journey from onboarding to full adoption. Guide your team in analyzing and synthesizing test results, delivering data-driven insights that influence customer strategies, and help customers through the organizational and process changes required to integrate topline revenue insights into their at-shelf strategies at scale.
- Manage key customer relationships as a senior point of contact for a portfolio of complex, multi-stakeholder accounts, driving engagement and satisfaction with our SaaS solutions, successful renewals, and business expansions.
- Foster cross-functional collaboration across Sales, Product, Marketing, Enablement and Pre-Sales teams to align customer engagement strategies. Act as the internal voice of the customer, synthesizing feedback for Product, Engineering, and Data Science teams to inform roadmap decisions, and identify trends across accounts to drive strategic decisions for the broader organization.
The secret ingredients we're looking for
Must-have pantry staples (Minimum Qualifications)
- 12+ years of work experience with 5+ years of team leadership experience in a B2B SaaS environment, with demonstrated success in customer retention, expansion, and satisfaction
- Proven track record of building, scaling, and managing high-performing Customer Success teams in a fast-paced, technology-driven environment
- Experience managing complex, multi-stakeholder customer relationships with consistently high satisfaction and renewal rates
- Deep expertise in CPG and/or Retail verticals, including a strong understanding of trade promotion, consumer insights, and merchandising dynamics
- Demonstrated ability to translate complex customer needs into actionable strategies for your team and the broader organization
- Strong analytical background, including data analysis and synthesis into compelling presentations and executive-level narratives
- Experience developing business processes and best practices in fast-paced, high-growth environments
- Excellent communication and presentation skills, with experience engaging senior executives and multi-stakeholder audiences
- Demonstrated ability to motivate clients and internal teams through process or organizational change
- Willingness to travel up to 40%
Optional garnishes (Preferred Qualifications)
- Experience with CPG SaaS solutions, particularly in consumer insights, promotional strategy, or retail execution technologies
- Proven track record of adapting to and driving innovation in rapidly evolving technological landscapes
- Proficiency with data visualization tools and CRM systems
- Experience analyzing and improving CS performance metrics including NRR, retention rates, and time-to-value
- Experience managing remote or distributed teams
At Instacart, we believe in "Rolling Up Your Sleeves" and "Putting it All on the Table." As a Senior Manager of Customer Success, you'll have the opportunity to directly shape our Customer Success organization while driving meaningful outcomes for our customers. If you're ready to grow your career while helping grow the pie for everyone in our ecosystem, we want to hear from you!
#LI-Remote
Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.
Offers may vary based on many factors, such as candidate experience and skills required for the role. This role also includes a Sales Incentive Plan. The cash variable incentive target is based on individual sales performance. Payout terms will be based on the Sales incentive Plan for this role. OTE range for this role is listed below and is based on salary and fixed paymix for the role. Sales incentive pay is contingent on performance and paid in accordance with the terms of the applicable Sales Incentive Plan
Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.
For US based candidates, the base pay ranges for a successful candidate are listed below.
Netherlands
South Africa