Senior Customer Success Manager, Storefront Pro

Instacart is transforming the grocery industry by providing a white-label e-commerce platform for grocery retailers. As a Senior Customer Success Manager on the Storefront Pro team, you will drive measurable outcomes for retail partners, ensuring they realize the full value of their digital commerce investment.

Responsibilities:

• Own a portfolio of enterprise grocery retail accounts on Storefront Pro; build strong relationships with retailer stakeholders to drive adoption, expansion, and renewals across web, app, and omnichannel experiences
• Serve as a trusted advisor to retail digital, marketing, and operations leaders — providing strategic guidance on e-commerce program growth, change management, and value realization across the full platform
• Support end-to-end platform launches, success metrics, milestones, and risk mitigation plans
• Maintain and refine playbooks, account health scoring, and QBR cadences; forecast account health and surface voice-of-customer insights that inform Storefront Pro's product roadmap and prioritization
• Lead resolution of cross-functional escalations spanning platform, integrations, catalog, and fulfillment operations; contribute to post-mortems and implement preventative improvements
• Quantify ROI (e.g., year-over-year online sales growth, basket size, conversion rate, retail media revenue) and present outcomes to retailer stakeholders; support multi-year commercial strategies and platform expansion conversations
• Help retailers unlock the full value of the Storefront Pro ecosystem — including, loyalty and coupon integrations, AI-powered personalization, and merchandising tools
• Travel up to 30% for onsite retailer visits, launch support, and partner meetings as needed

Requirements:

• 6+ years of experience in Customer Success, Account Management, or Consulting for B2B technology, with 3+ years supporting enterprise retail or grocery clients
• Proven track record managing executive relationships and renewals for strategic accounts with significant annual contract value
• Hands-on experience delivering or supporting e-commerce platforms (e.g., white-label storefronts, OMS, CMS, digital merchandising, or loyalty integrations) across multiple retail banners or regions
• Demonstrated success contributing to complex platform launches and programs, including onboarding, change management, and digital operations readiness
• Proficiency with CRM and success tooling (e.g., Salesforce, Gainsight) to manage account health, forecasting, and QBRs
• Bachelor's degree in Business, Engineering, Marketing, Operations, or a related field, or equivalent practical experience
• Willingness to travel up to 30% within North America
• Experience with grocery or food retail e-commerce, including familiarity with digital promotions, loyalty programs, fulfillment models (delivery, pickup, ship), and retail media
• Background supporting SaaS platform deployments with integrations across payments, loyalty, catalog, and third-party partners
• Analytical fluency with tools like Looker or Tableau; SQL proficiency to build and interpret dashboards and quantify e-commerce ROI
• Experience supporting programs scaling from pilot launch to 50+ banners or store locations, including enterprise change management
• Commercial awareness across renewals, SOWs, and expansion conversations; comfort presenting to Director- and VP-level stakeholders
• Track record contributing to product and engineering roadmap conversations via structured voice-of-customer feedback
• Familiarity with retail media networks and ad monetization strategies (e.g., Carrot Ads or comparable platforms)