Senior Customer Success Manager, Storefront Pro

About Instacart

Instacart is focused on reimagining grocery shopping by helping people access the foods they want and need, while giving them more time to enjoy meals together. The company supports customers who depend on grocery and household delivery, and it also creates flexible earning opportunities for shoppers. Instacart describes itself as a Flex First organization, meaning team members can work from home, an office, or another location that helps them be most productive, while staying connected through regular in-person events.

Role overview

The Customer Success team partners with grocery retailers to bring Storefront Pro, Instacart’s white-label e-commerce platform, to life across web, app, and in-store experiences. As a Senior Customer Success Manager, you will be responsible for driving measurable business outcomes for retail partners from launch through long-term expansion, helping them maximize the value of their digital commerce investment.

You will act as a strategic advisor to retail leaders and work closely with product, engineering, sales, and retail media teams. The role is remote across the United States and Canada, with occasional travel for on-site partner meetings, launches, and retailer engagements.

Key responsibilities

• Manage a portfolio of enterprise grocery retail accounts for Storefront Pro and build strong stakeholder relationships that support adoption, renewals, and expansion across digital channels.
• Advise retail leaders in digital, marketing, and operations on platform growth, change management, and how to capture the full value of the solution.
• Support launches end to end by coordinating milestones, success measures, and risk-reduction plans.
• Refine account health scoring, playbooks, and quarterly business review rhythms while forecasting risk and sharing customer insights that help guide product priorities.
• Resolve escalations involving the platform, integrations, catalog, and fulfillment operations, then help drive corrective actions and preventive improvements.
• Measure and communicate ROI using metrics such as online sales growth, basket size, conversion rate, and retail media revenue, and support commercial strategy and expansion discussions.
• Help retailers get more value from the Storefront Pro ecosystem, including loyalty and coupon integrations, AI-based personalization, and merchandising tools.
• Travel as needed, up to 30%, for partner visits, launch support, and meetings.

Minimum qualifications

• At least 6 years of experience in Customer Success, Account Management, or Consulting within B2B technology, including 3+ years supporting enterprise retail or grocery clients.
• Strong history of managing executive-level relationships and renewals for strategic accounts with substantial annual contract value.
• Practical experience supporting e-commerce platforms such as white-label storefronts, OMS, CMS, digital merchandising, or loyalty integrations across multiple banners or regions.
• Success contributing to complex platform launches and programs, including onboarding, change management, and readiness for digital operations.
• Working knowledge of CRM and customer success tools such as Salesforce and Gainsight for account health, forecasting, and QBR management.
• Bachelor’s degree in Business, Engineering, Marketing, Operations, or a related discipline, or equivalent hands-on experience.
• Willingness to travel up to 30% within North America.

Preferred qualifications

• Exposure to grocery or food retail e-commerce, including digital promotions, loyalty programs, delivery, pickup, ship, and retail media models.
• Experience supporting SaaS rollouts with integrations involving payments, loyalty, catalog, and third-party partners.
• Comfort working with analytics tools such as Looker or Tableau, along with SQL to build dashboards and evaluate ROI.
• Background helping programs grow from pilot stage to 50+ banners or store locations, with enterprise-level change management.
• Commercial understanding of renewals, SOWs, and expansion opportunities, plus comfort presenting to Director- and VP-level leaders.
• Experience feeding structured customer insights into product and engineering roadmap discussions.
• Familiarity with retail media networks and ad monetization approaches such as Carrot Ads or similar platforms.

Compensation and benefits

This role offers market-competitive compensation and benefits that vary by employee location. The position is remote, and base pay depends on the candidate’s permanent work location. The role is also eligible for a new-hire equity grant and annual refresh grants.

For U.S.-based candidates, the base salary ranges are:

• CA, NY, CT, NJ: USD 134,000 to 165,500
• WA: USD 129,000 to 158,500
• OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: USD 123,000 to 152,000
• All other states: USD 112,000 to 138,000