Senior Customer Success Manager, Ads

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

About the Role 

Instacart is seeking highly skilled Senior Customer Success Managers to lead and champion our relationships with key strategic retail partners across our suite of retail media solutions (Carrot Ads). As successful candidates, you will lead growth plans with our retailer partners, provide strategic insights to propel the success of our advertising offerings, advocate for retailers' interests within Instacart, and drive ongoing refinement of our customer success methodologies and metrics.

About the Team 

These roles are housed within the Enterprise Customer Success team, part of the larger Enterprise Solutions organization. You will engage in substantive collaboration across multiple specialized groups, including Business Development, Product, Brand Partnerships, Solutions Architecture, Technical Support and Sales Engineering. Your work will have broad exposure to a range of strategic initiatives and business operations, placing you at the core of our enterprise expansion efforts.

About the Job 

• Lead growth strategies for a portfolio of strategic retail partners across our suite of retail media solutions and services.
• Develop a profound understanding of both our business operations and the competitive landscape relevant to distinct solutions.
• Partner with Business Development, Data Science, and Product teams to design and implement playbooks and strategies that maximize retailer success and revenue.
• Serve as a subject matter expert on Instacart’s retail media offerings, advocating effective growth strategies to both internal and external stakeholders.
• Drive the development and execution of impactful partner-facing materials and presentations that showcase the benefits of our diverse enterprise solutions.
• Dynamically improve Customer Success Management processes and best practices to adapt to evolving business needs effectively.
• Lead the onboarding of new partners using Instacart’s retail media solutions, including training new partners on campaign tooling, reports and invoicing
• Lead the nurture strategies of onboarded partners, optimizing performance through strategic consultations, quarterly business reviews and roadmap presentations
• Promote unique value propositions of our solutions to maximize customer success and satisfaction.
• Monitor retailer KPIs to ensure effective program adoption
• Maintain and expand product knowledge to continuously enhance service delivery and retailer education.
• Act as a key internal liaison for retail partners, facilitating robust feedback loops with Product teams to refine our offerings.

About You

Minimum Qualifications

• 5+ years in Customer Success, Consulting, or related fields, with significant focus on managing strategic Enterprise customers across various technology platforms.
• Demonstrable experience with supporting enterprise solutions in the advertising spaceProven project and program management skills.
• Strong technical acumen, capable of understanding and conveying the capabilities of complex products.
• Motivated to work in a dynamic, fast-evolving environment.
• Outstanding communication skills, with proficiency in distilling complex concepts.
• Proficient in data analysis with the ability to derive actionable insights from large datasets.
• Experienced in cross-functional collaboration and executive presentations.
• Creative and proactive in problem-solving.
• Effective