Senior Customer Success Manager, Storefront Pro

📋 Description

• Own enterprise grocery retail accounts for Storefront Pro; drive adoption and renewals.
• Advise retail digital, marketing, and ops leaders on ecommerce growth and value realization.
• Support end-to-end platform launches, success metrics, milestones, and risk plans.
• Maintain playbooks, health scoring, and QBR cadences; forecast account health.
• Lead cross-functional escalations across platform, integrations, catalog, and fulfillment.
• Quantify ROI and present outcomes to retailer stakeholders; support multi-year strategies.

🎯 Requirements

• 6+ years in Customer Success, Account Management, or Consulting for B2B tech.
• 3+ years supporting enterprise retail or grocery clients.
• Proven track record managing executive relationships and renewals for strategic accounts with significant annual contract value.
• Hands-on experience delivering or supporting ecommerce platforms (white-label storefronts, OMS, CMS, digital merchandising, or loyalty integrations) across multiple banners or regions.
• Proficiency with CRM and success tooling (Salesforce, Gainsight) to manage account health, forecasting, and QBRs.
• Bachelor's degree in Business, Engineering, Marketing, Operations, or related field, or equivalent practical experience.
• Willingness to travel up to 30% within North America.

🎁 Benefits

• Flex First remote work policy and flexible work options.
• New hire equity grant and annual refresh grants.
• Learn more about Instacart benefits and perks.
• Regular in-person events and travel for engagements.