Senior Manager, CPG Customer Success

Instacart

2d•$148,000 - $267,500•Remote

About The Position

Join Instacart Insights as a Senior Manager of Customer Success. We are searching for an experienced CS leader with deep CPG and retail expertise to drive customer value delivery and satisfaction with Insta cart Insights' pioneering SaaS solutions. As a senior leader within the Customer Success organization, you will play a pivotal role in building the future of our commercial organization. You will oversee a team of Managers and Customer Success Managers focused on CPG brands of all sizes, coaching them through the full customer lifecycle, from onboarding and micro-testing to data-driven insights and scaled rollout of optimal topline revenue strategies. This is an opportunity to shape how a world-class Customer Success team operates while experiencing first-hand the excitement of introducing novel, demonstrably superior capabilities to transform the market.

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 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
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%

Nice To Haves

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

Responsibilities

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.