The opportunity
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.
What you'll do
Lead, hire, mentor, and develop a high-performing team of Customer Success: professionals, driving team performance and customer satisfaction across the portfolio while embodying our "Serve Generously" value. Drive that performance through clear metrics, regular coaching, strategic planning, and a culture of continuous learning and improvement.
Shape the future Customer Success organization as it rapidly scales. Partner: closely with the Director, CS and cross-functional leaders to standardize processes, build playbooks, and establish best practices across the broader organization.
Oversee the end-to-end customer journey from onboarding to full adoption.: Guide your team in analyzing and synthesizing test results, delivering data-driven insights that influence customer strategies, and help customers through the organizational and process changes required to integrate topline revenue insights into their at-shelf strategies at scale.
Manage key customer relationships as a senior point of contact for a: portfolio of complex, multi-stakeholder accounts, driving engagement and satisfaction with our SaaS solutions, successful renewals, and business expansions.
Foster cross-functional collaboration across Sales, Product, Marketing,: Enablement and Pre-Sales teams to align customer engagement strategies. Act as the internal voice of the customer, synthesizing feedback for Product, Engineering, and Data Science teams to inform roadmap decisions, and identify trends across accounts to drive strategic decisions for the broader organization.
+ 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
What they're looking for
- Proven track record of building, scaling, and managing high-performing: Customer Success teams in a fast-paced, technology-driven environment
- Experience managing complex, multi-stakeholder customer relationships with: consistently high satisfaction and renewal rates
- Deep expertise in CPG and/or Retail verticals, including a strong: understanding of trade promotion, consumer insights, and merchandising dynamics
- Demonstrated ability to translate complex customer needs into actionable: strategies for your team and the broader organization
