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.

MINIMUM QUALIFICATIONS:

• A Bachelor’s degree or equivalent in Business, Engineering, Economics, or related fields.
• 3+ years of experience in Customer Success, Consulting, Industrial Engineering, Retail Operations, or a similar field.
• Proven ability in project and program management.
• Strong technical aptitude with the capacity to articulate complex product capabilities effectively.
• Drive to thrive in a fast-paced and rapidly evolving environment.
• Exceptional communication skills with the ability to distill complex ideas into clear and impactful messages.
• Proficiency in data analysis and turning large datasets into actionable insights.
• Experience in cross-functional collaboration and crafting executive-level presentations.
• Creative, proactive, and solution-oriented mindset.
• Skilled at relationship building and cultivating influence in professional interactions.

PREFERRED QUALIFICATIONS:

• Industry-specific experience in grocery, e-commerce, or operations.
• Experience in developing customer success frameworks from the ground up.
• Hands-on experience with hardware solutions.
• Familiarity with collaborative account management alongside Sales teams.

TRAVEL REQUIREMENTS:

• Travel within the continental U.S. and Canada is required to visit retail locations and customer headquarters. The frequency of travel will vary throughout the year.
• Occasional weekend travel may be required to support launches or major events.

ABOUT THE ROLE

At Instacart, we’re seeking a highly-skilled Enterprise Customer Success Manager to lead and champion our relationships with strategic retail partners leveraging Caper solutions. This role is a cornerstone in driving the success of our enterprise offerings, acting as a trusted advisor to our partners and representing their voice within Instacart. You’ll also play an integral part in refining our customer success methodologies and metrics—delivering impactful outcomes for Instacart and our partners alike.

CAPER-SPECIFIC RESPONSIBILITIES:

• Act as a subject matter expert in Caper’s in-store experience, educating internal and external audiences on best practices and successful implementation strategies.
• Present and evangelize the Caper product suite to external stakeholders, including live demonstrations of enterprise offerings.
• Identify and translate retail associate pain points into actionable insights for internal teams like Product and Data Science.
• Work with cross-functional stakeholders to design a product offering that meets the needs of consumers and retail partners alike.