Enterprise Customer Success Manager

2 weeks ago

Vancouver, British Columbia, Canada Instacart Full time

Transforming the Grocery Industry

At Instacart, we're revolutionizing the way people shop for groceries. Our mission is to provide 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.

About the Role

In this impactful role, you will lead a team of 5-10 Customer Success Managers (CSMs) who support and drive growth for our largest and most strategic retail partners. Responsibilities include day-to-day coaching, mentoring, and managing your team, providing strategic and consultative guidance to CSMs to drive growth for their retailers, assisting with cross-functional coordination, assisting with and holistically unblocking retailer requests and escalations across your entire portfolio, and continuously improving customer success processes, metrics, and strategies.

About the Team

This role is 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 Business Development, Product, Engineering, Project Management, Solutions Architecture, Technical Support, Documentation, and Sales Engineering. 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.

Your Responsibilities

  • Oversee the overall book of business for all CSMs reporting to you.
  • Continually train and develop the CSMs reporting to you.
  • Collaborate and build deep relationships with Business Development, Data Science, and Product teams to execute and help create tools and playbooks for retailer engagement and growth on the Instacart Platform.
  • Act as a subject matter expert on Instacart's enterprise offerings, providing guidance and educating CSMs on best practices for success.
  • Develop and refine templates for partner-facing materials to clearly communicate the benefits of our enterprise solutions.
  • Understand and articulate internal processes and competitive landscape, ensuring your team effectively navigates and leads within our industry.
  • Engage with internal and external partners at all levels to educate, collaborate, and solve problems effectively.
  • Develop a profound understanding of both our business operations and the competitive landscape relevant to distinct solutions.
  • Continuously improve customer success and cross-functional processes, metrics, and strategies.

Your Day-to-Day

  • Coordinate with Business Development to align Instacart's varying enterprise solutions with the specific business goals of different retail partners.
  • Join retailer calls to support your CSMs and build your own retailer relationships.
  • Promote unique value propositions of our diverse solutions to maximize partner success and satisfaction.
  • Monitor retailer KPIs for your entire book of business 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

  • 7+ years in Customer Success, Consulting, or a related field.
  • 2+ years of People Management experience.
  • Strong project/program management skills.
  • Technical proficiency to articulate Instacart's Enterprise capabilities and offerings.
  • Self-starter adept in an ambiguous and rapidly changing business environment.
  • Excellent communication skills, capable of simplifying complex issues.
  • Comfortable with large data sets and deriving business insights from analysis.
  • Ability to manage cross-functional initiatives and present to leadership.
  • Creative and proactive approach to problem-solving.
  • Positive and influential relationship builder.

Preferred Qualifications

  • Specific industry experience in grocery, e-commerce, or operations.
  • Hands-on experience in creating customer success strategies from scratch.
  • Experienced in collaborative management of enterprise accounts alongside Account Management-style Sales teams.

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