Senior Manager, Technical Account Management (Enterprise)

Instacart

1d•CA$162,000 - CA$171,000•Remote

About The Position

Instacart's Enterprise Solutions Architecture and Engineering team is responsible for working directly with grocery retailers and partner vendors to deliver best-in-class e-commerce experiences at scale. This team is crucial to Instacart's mission of transforming grocery shopping by powering the infrastructure that connects online and in-store commerce for hundreds of retailers. Storefront Pro (SFP) is Instacart's leading white-label e-commerce solution for grocery, which has experienced significant growth. This role is to establish and lead the Technical Account Management (TAM) practice for SFP, building the team, processes, and operating model from the ground up. The Senior Manager will own technical health and excellence across the SFP ecosystem, leading a team of four and growing it into a world-class function.

Requirements

10+ years of experience in technical account management, solutions engineering or architecture, technical consulting, or software engineering, ideally within SaaS or platform environments
5+ years of experience leading, hiring, and growing engineering or engineering-adjacent teams, with demonstrated experience building or significantly scaling a team from an early stage
Outstanding communication and presentation skills, including direct experience engaging VP-level and C-suite stakeholders on high-priority technical and business issues
Demonstrated ability to define and drive large-scale transformation or operational programs across cross-functional organizations, with measurable outcomes
Hands-on technical depth with complex platform integrations at scale — including REST APIs, authentication, ETL pipelines, message queues, async patterns, and error handling and recovery — with the ability to analyze, diagnose, and drive resolution of issues
Proven ability to balance proactive and reactive approaches to technical health, consistently delivering on urgent needs without sacrificing long-term platform maintainability

Nice To Haves

Experience founding or bootstrapping a TAM, professional services, or post-launch technical delivery function within a product or platform company
Deep domain expertise in at least one area of enterprise architecture relevant to grocery retail — such as loyalty, identity, payments, point of sale, or catalog management
Familiarity with the grocery retail or e-commerce ecosystem, including in-store operations and last-mile fulfillment
Experience working within a platform company's partner or integration ecosystem, with exposure to multi-tenancy, CI/CD, cloud architectures, and gRPC/protobuf in addition to REST

Responsibilities

Hire, train, and develop the Technical Account Management team from the ground up, growing it through hands-on coaching and mentorship into a high-performing, world-class practice that owns post-launch technical excellence across the SFP portfolio.
Define and continuously refine the approach to platform health for SFP — identifying and monitoring key metrics, establishing measurement as a foundational team discipline, and designing the operating model including portfolio tiering, account assignment, coverage, and escalation paths.
Build and operate intake and prioritization systems that span both external retail partners and internal stakeholders, balancing competing demands across resource management, product roadmap, and business commitments in a fast-moving, high-stakes environment.
Serve as the senior escalation point for critical platform issues, communicating with retailer stakeholders at all levels — up to and including the C-suite — and negotiating clear scope and responsibility boundaries between the TAM function and adjacent teams including CSM, RPM, Solution Architecture, and Engineering.
Initiate and lead cross-functional initiatives that drive continuous technical improvement across SFP deployments, synthesizing systemic patterns into actionable product and engineering roadmap influence — ensuring that the lessons learned at the account level create lasting, structural improvements to the platform.