Senior Customer Success Manager

Instacart

8h•Remote

About The Position

Instacart's Customer Success team partners with retailers to bring Caper's in-store AI solutions—such as smart carts and computer vision–powered experiences—to life at scale. As a Senior Customer Success Manager, you will drive measurable outcomes for our retail partners, from pilot to nationwide rollout, ensuring stores, shoppers, and operators see tangible value every day. In this role, you will serve as a trusted advisor to retail leaders while collaborating cross-functionally with product, engineering, and sales. You will help shape how Instacart and Caper deliver operational excellence in stores, champion the voice of the customer, and contribute to strategic growth. This role is remote across the U.S. and Canada and includes periodic travel for store visits, pilots, and partner meetings.

Requirements

6+ years of experience in Customer Success, Account Management, or Consulting for B2B technology, with 3+ years supporting enterprise retail clients.
Proven track record managing executive relationships and renewals for strategic accounts with significant annual contract value.
Hands-on experience delivering or supporting in-store retail technology (e.g., POS, computer vision, smart carts, self-checkout, IoT) across multiple locations.
Demonstrated success contributing to complex rollouts and programs, including pilot support, change management, and store operations readiness.
Proficiency with CRM and success tooling (e.g., Salesforce, Gainsight) to manage health, forecasting, and QBRs.
Bachelor's degree in Business, Engineering, Operations, or related field, or equivalent practical experience.
Willingness to travel up to 30% within North America.

Nice To Haves

Experience with AI/ML or computer vision products in a retail environment.
Background supporting hardware–software deployments and coordinating with field services or store operations teams.
Analytical fluency with tools like Looker or Tableau; SQL proficiency to build/interpret dashboards and quantify ROI.
Experience supporting programs scaling from pilot to 50+ store deployments and contributing to enterprise change management.
Commercial awareness across renewals, SOWs, and expansion conversations; comfort presenting to Director-level stakeholders.
Track record contributing to product and engineering roadmap conversations via structured voice-of-customer feedback.

Responsibilities

Own a portfolio of enterprise retail accounts using Caper's in-store AI solutions; build strong relationships with retailer stakeholders to drive adoption, expansion, and renewals.
Serve as a trusted advisor to retail managers, directors, and cross-functional counterparts, providing strategic guidance on store operations, change management, and value realization.
Support end-to-end deployments—from pilot design through regional or nationwide scale—partnering with product, engineering, sales, and field operations; contribute to success metrics, milestones, and risk mitigation plans.
Maintain and refine playbooks, health scoring, and QBR cadences; forecast account health and surface voice-of-customer insights that inform product roadmaps and prioritization.
Lead resolution of cross-functional escalations spanning hardware, software, and store operations; contribute to post-mortems and implement preventative improvements.
Quantify ROI (e.g., labor savings, throughput, basket size) and present outcomes to retailer stakeholders; support multi-year commercial strategies and expansion conversations.