Senior Enterprise Customer Success Manager, Caper

Instacart
Canada (ON, AB or BC Only)
149K $-165K $ / an
Télétravail
Permanent

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.

About the Role

Instacart is seeking highly skilled Senior Enterprise Customer Success Managers to lead and champion our relationships with key strategic retail partners across Caper solutions.

As successful candidates, you will provide strategic insights to propel the success of our enterprise offerings, advocate for retailers' interests within Instacart, and drive ongoing refinement of our customer success methodologies and metrics.

About the Team

These roles are housed within the Enterprise Customer Success team, part of the larger Enterprise Solutions organization.

You will engage in substantive collaboration across multiple specialized groups, including Technical Account Management, Project Management, Solutions Architecture, Technical Support, Documentation, and Product Management.

Your work will have broad exposure to a range of significant business operations and strategic initiatives, placing you at the core of our enterprise-level expansion efforts.

About the Job

  • Lead growth strategies and customer relationship enhancement for a portfolio of strategic retail partners working with Caper
  • Be a trusted advisor to a variety of stakeholders from retailer executives to store associates
  • Partner with Business Development, Data Science, and Product teams to design and implement playbooks and strategies that maximize retailer success.
  • Serve as a subject matter expert on Caper, 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.

for Caper specific

  • Be a subject matter expert of Caper’s in-store experience and how it interacts with and augments Instacart’s other enterprise offerings, and provide consultative services to internal and external audiences to educate on best practices and tactics for optimal success on the platform
  • Help develop retail management-facing collateral and lead presentations to external audiences to evangelize Caper offering, including demonstrations of the suite of enterprise products and services
  • Understand retail associate pain points and needs, and convert them into actionable insights for cross-functional stakeholders
  • Work with cross-functional stakeholders within Instacart to build a Product that appeals to and works for both consumers and our retail partners

your day-to-day

  • Coordinate with Business Development to align Instacart’s varying enterprise solutions with the specific business goals of different retail partners.
  • Promote unique value propositions of our diverse solutions to maximize partner success and satisfaction.
  • Monitor retailer KPIs across different platforms to ensure effective adoption and optimize the implementation of best practices.
  • 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

  • Bachelor's degree or equivalent in business, engineering, economics or related fields
  • 5+ years in Customer Success, Consulting, Industrial Engineering, Retail Operations or related fields
  • 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 grocery, e-commerce, or operations.
  • Hands-on experience in creating customer success strategies from scratch.
  • Experience working with hardware
  • Experienced in collaborative management of enterprise accounts alongside Account Management-style Sales teams.
  • Working knowledge of SQL

Travel Requirements

Travel will be required within the continental US and Canada to visit both retail locations and customer head offices;

amount of travel required may vary significantly throughout the year

Weekend travel may be occasionally (but infrequently) required to support major launches and events

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 . Currently, we are only hiring in the following provinces : Ontario, Alberta and British Columbia.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants.

Please read more about our benefits offerings .

For Canadian based candidates, the base pay ranges for a successful candidate are listed below.

CAN$149,000 $165,000 CAD

Il y a 9 jours
Emplois reliés
Instacart
Canada (ON, AB or BC Only)
Télétravail

Instacart is seeking highly skilled Senior Enterprise Customer Success Managers to lead and champion our relationships with key strategic retail partners across Caper solutions. As successful candidates, you will provide strategic insights to propel the success of our enterprise offerings, advocate ...

Udemy
Canada
Télétravail

We are looking for an Enterprise Customer Success Manager to partner with our largest customers post-sale to maximize the value our customers achieve with Udemy Business and ensure customer retention, satisfaction, and growth. Proactively own and manage the success of a portfolio of 20-25 enterprise...

Envisio
Canada

We are looking for an experienced Senior Customer Success Manager (CSM), who can motivate, coach, and steer customers through a digital transformation to achieve their goals. Customer Success Manager, may include some years as Account Management / Sales. CSM is accountable for the success ...

Oracle
Canada

Senior Practice Manager - Advanced Customer Support - NetSuite Services ACS Architect. The Consulting Practice Manager – NetSuite Advanced Customer Support (ACS) position will lead a team responsible for delivering ACS services in our Product industry. They will be the first point of escalation for ...

Carrot Fertility
Canada

Carrot is seeking a Customer Success Manager to support new and existing Carrot customers, helping to drive retention, increase member engagement, and maintain high levels of customer satisfaction. The Customer Success Manager acts as a trusted advisor to HR benefits leaders, helps communicate the v...

1Password
Canada
Télétravail

Can guide a small customer through multiple levels of the defined Customer Success process, using your product expertise to educate, provide feedback, and discover opportunities to upsell or expand, while driving value for the customer. Minimum 1 year experience in a Customer Success role servicing ...

KPMG
Canada, Canada

Working closely with a Partner as a senior team member on tax planning work for clients. A diverse workforce is key to our success and we believe in bringing your whole self to work. ...

Jobspaddy
Canada
Télétravail

You will build and maintain relationships with our users and key customer stakeholders based on trust, transparency and a commitment to their mission success. Our SaaS platform follows ethical principles and actively supports the implementation of customer policies. You will train and mentor our cus...

Wynne Systems
Canada
Télétravail

As a trusted advisor, the Customer Success Manager will be focused on customer loyalty, working with the customer to set goals, develop success strategies, solve customer issues, drive customer satisfaction and build close long-term client relationships through regularly updating customers on new an...

Boomi
Canada

The Customer Success Manager role at Boomi sits at the intersection of customer advocacy and technical solutioning. Collaborate with customers to develop a mutual success plan based on Boomi’s delivery methodology, key milestones and aligning Boomi’s solutions with actionable success metrics and bus...