Senior Customer Success Manager

📋 Description

• Own enterprise retail accounts using Caper's in-store AI; drive adoption.
• Advise retail managers/directors; guide store ops, change mgmt, value realization.
• Lead end-to-end deployments from pilot design to scale.
• Maintain playbooks, health scoring, and QBR cadences; forecast health and VOC insights.
• Resolve cross-functional escalations across hardware, software, and store ops.
• Travel up to 30% for onsite store visits, pilots, and partner meetings.

🎯 Requirements

• 6+ years in Customer Success, Account Management, or Consulting for B2B tech; 3+ years with enterprise retail.
• Proven track record managing executive relationships and renewals for strategic accounts.
• Hands-on experience with in-store retail tech (POS, computer vision, smart carts) across locations.
• Proficiency with CRM and success tooling (Salesforce, Gainsight) to manage health, forecasting, and QBRs.
• Bachelor's degree in Business, Engineering, Operations, or related field; or equivalent.
• Willingness to travel up to 30% within North America.

🎁 Benefits

• Flex First remote policy and location flexibility.
• New hire equity and annual refresh grants.
• Comprehensive benefits in all locations.
• Access to Instacart's benefits programs and resources.