Senior Manager, Technical Account Management (Enterprise)

Instacart

3d • $152,000 - $193,000 • Remote

About The Position

Instacart is seeking a Senior Manager to build, train, and lead its Technical Account Management (TAM) practice and own post-launch technical excellence for the Storefront Pro (SFP) product. Storefront Pro is an e-commerce solution for grocery that combines Instacart’s scaling capabilities with customer experiences while connecting online and in-store commerce. The product has launched with retailers ranging from independent businesses to multinational companies and generates billions in revenue. The role owns post-launch technical health across the SFP portfolio and establishes a tiered TAM organization to support its scale and complexity.

The Senior Manager will hire and develop the TAM team, define how platform health is measured, and design the operating model for account assignments, tiering, coverage, and escalations. The role will manage intake and prioritization across internal and external stakeholders, serve as a senior escalation point for critical platform issues, establish clear responsibility boundaries among partner functions, and lead cross-functional initiatives that improve SFP deployments and operations. Systemic patterns should inform product and engineering roadmaps.

Instacart describes its work model as Flex First: employees may choose to work from home, an office, or a coffee shop, while participating in regular in-person events. This particular role is remote. Compensation varies by permanent work location. The role is eligible for a new-hire equity grant and annual refresh grants; additional benefits are referenced but not specified in the posting.

Requirements

• At least 10 years of experience in technical account management, solutions engineering or architecture, technical consulting, or engineering, ideally in SaaS or platform environments.
• At least 5 years leading, hiring, and maturing engineering and/or engineering-adjacent teams; building or significantly scaling a team is strongly preferred.
• Outstanding communication and presentation skills, including experience liaising with VP-level and C-suite stakeholders on high-priority issues.
• Ability to define and drive large-scale transformation programs across cross-functional organizations with measurable impact.
• Engineering depth to analyze and diagnose complex platform integrations, including REST APIs, authentication, ETL, message queues, asynchronous patterns, error handling, and recovery, and to drive improvements.
• Ability to balance proactive and reactive approaches to technical health, addressing urgent needs without compromising long-term maintainability.
• Ability to work collaboratively across project management, customer success, product management, engineering, and solution architecture to deliver successful outcomes.

Nice To Haves

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

Responsibilities

• Hire, train, coach, and develop the Technical Account Management team, building a world-class practice.
• Define and refine the approach to Storefront Pro platform health, identify and monitor key metrics, and establish measurement as a foundational team practice.
• Design and operate the team's model for portfolio assignment, account tiering, coverage, and escalation paths, evolving it as the portfolio scales.
• Develop and operate intake and prioritization systems across external and internal stakeholders, balancing resource management, product roadmap, and business commitments.
• Serve as a senior escalation point for critical issues and communicate with retailer stakeholders at all levels, including C-suite stakeholders.
• Negotiate scope and responsibility boundaries with partners and internal teams, clarifying the TAM function's ownership relative to Customer Success, Project Management, Technical Support, Solution Architecture, and Engineering.
• Initiate and operate cross-functional initiatives that improve the technical quality of Storefront Pro deployments and operations.
• Synthesize systemic patterns into influence on product and engineering roadmaps.

Benefits

• New-hire equity grant and annual refresh grants.
• Market-competitive compensation and benefits; specific benefits are referenced but not detailed in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed