Enterprise Customer Success Manager

We're transforming the grocery industry

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. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

OVERVIEW

As we continue our fast growth, we are looking to add to our Enterprise Solutions team. We are hiring an Enterprise Customer Success Manager, specializing in Caper carts, to help support and grow Caper rollouts. In this role, you will have responsibilities including, but not limited to, providing proactive and strategic guidance on optimal usage of Caper offerings, serving as the internal voice of the retailer, cross-functional internal coordination of retailer requests/initiatives, and assisting with the development of the customer success processes, metrics and engagement strategies throughout the customer lifecycle.

ABOUT THE JOB

• Develop and lead the pilot and scaling strategy for a portfolio of retail partners leveraging Caper technologies
• Collaborate with Business Development, Enterprise Solutions and Product teams to execute on and help create playbooks, data points, tools and resources to educate and encourage the piloting and scaling of Caper usage on the platform 
• Be a subject matter expert of Caper’s in-store experience and how it interact with and augment Instacart’s other enterprise offerings, and provide consultative services to internal and external audiences to educate on best practices and tactics for optimal success on the platform
• Help develop partner-facing collateral and lead presentations to external audiences to evangelize Caper offering, including demonstrations of the suite of enterprise products and services
• Establish a deep understanding of Instacart's business operations, including internal processes, functional group strategies, and competitive landscape context
• Engage, educate, collaborate, and problem solve with internal and external partners at all levels of the organization

YOUR DAY TO DAY

Strategic Planning

• For each retailer in your portfolio, develop a deep understanding of their business goals, strategies, and initiatives, and advise on how Instacart’s Caper offerings play a role in those initiatives
• Evangelize the Caper value proposition
• Build and maintain strong relationships across multiple internal and external client stakeholders 
• Manage senior level (VP/Director) client relationships in partnership with the Account Management team

 

Analytical Support

• Develop, advise and monitor retailer metrics and KPIs, leveraging these insights to drive business results and to understand how our Caper products are performing for retailers

Product Knowledge

• Become a subject matter expert (SME) on our retailer-facing suite of products and be proactive in how clients can leverage it to grow their business
• Provide expert consultation to clients leveraging your knowledge of the Enterprise solution set including:
• Development of the onboarding/training process for Enterprise retailers joining our platform
• Development of collateral and training materials to support education of new quarterly feature releases

ABOUT THE TEAM

Caper builds smart shopping carts powered by deep learning and computer vision to enable a seamless grab-and-go retail experience. Caper’s unique technology is a plug-and-play solution that does not require retail store renovation, operational overhaul, heavy computing, and endless image labeling & training. Retailers simply purchase smart shopping carts and the entire store is upgraded with cashierless capabilities!

 

Caper is one of the fastest-growing retail automation technology products in