SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 148,000 - 187,000 / annual
Instacart Insights is seeking a Senior Manager of Customer Success to lead and scale the customer success organization for CPG brands using their SaaS solutions. This is a people-management role overseeing a team of Managers and Customer Success Managers, with responsibility for driving customer value delivery, retention, expansion, and satisfaction across a portfolio of complex, multi-stakeholder accounts.
In your first year, you will lead, hire, mentor, and develop a high-performing Customer Success team while embodying the company's "Serve Generously" value. You'll shape the future CS organization as it scales by partnering with leadership to standardize processes, build playbooks, and establish best practices. You will oversee the end-to-end customer journey from onboarding through full adoption, guiding your team in analyzing test results and delivering data-driven insights that influence customer strategies. As a senior point of contact for key accounts, you'll manage complex relationships, drive engagement, and support successful renewals and business expansions.
You'll foster cross-functional collaboration across Sales, Product, Marketing, Enablement, and Pre-Sales teams to align customer engagement strategies. You'll act as the internal voice of the customer, synthesizing feedback for Product, Engineering, and Data Science teams to inform roadmap decisions and identifying trends to drive strategic organizational decisions.
Instacart operates on a Flex First model, allowing employees to work from home, an office, or other locations while staying connected through regular in-person events.
**Requirements:**
- 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 fast-paced, technology-driven environments
- Experience managing complex, multi-stakeholder customer relationships with consistently high satisfaction and renewal rates
- Deep expertise in CPG and/or Retail verticals, including strong understanding of trade promotion, consumer insights, and merchandising dynamics
- Demonstrated ability to translate complex customer needs into actionable strategies for your team and 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%
**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
