Senior Customer Success Manager, Caper

Instacart is transforming the grocery industry by providing essential services that customers rely on. As a Senior Customer Success Manager, you will drive measurable outcomes for retail partners using Caper's in-store AI solutions, ensuring operational excellence and value realization.

Responsibilities:

• Own a portfolio of enterprise retail accounts using Caper's in-store AI solutions; build strong relationships with retailer stakeholders to drive adoption, expansion, and renewals
• Serve as a trusted advisor to retail managers, directors, and cross-functional counterparts, providing strategic guidance on store operations, change management, and value realization
• Support end-to-end deployments—from pilot design through regional or nationwide scale—partnering with product, engineering, sales, and field operations; contribute to success metrics, milestones, and risk mitigation plans
• Maintain and refine playbooks, health scoring, and QBR cadences; forecast account health and surface voice-of-customer insights that inform product roadmaps and prioritization
• Lead resolution of cross-functional escalations spanning hardware, software, and store operations; contribute to post-mortems and implement preventative improvements
• Quantify ROI (e.g., labor savings, throughput, basket size) and present outcomes to retailer stakeholders; support multi-year commercial strategies and expansion conversations
• Travel up to 30% for onsite store visits, pilot 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 clients
• Proven track record managing executive relationships and renewals for strategic accounts with significant annual contract value
• Hands-on experience delivering or supporting in-store retail technology (e.g., POS, computer vision, smart carts, self-checkout, IoT) across multiple locations
• Demonstrated success contributing to complex rollouts and programs, including pilot support, change management, and store operations readiness
• Proficiency with CRM and success tooling (e.g., Salesforce, Gainsight) to manage health, forecasting, and QBRs
• Bachelor's degree in Business, Engineering, Operations, or related field, or equivalent practical experience
• Willingness to travel up to 30% within North America
• Experience with AI/ML or computer vision products in a retail environment
• Background supporting hardware–software deployments and coordinating with field services or store operations teams
• Analytical fluency with tools like Looker or Tableau; SQL proficiency to build/interpret dashboards and quantify ROI
• Experience supporting programs scaling from pilot to 50+ store deployments and contributing to enterprise change management
• Commercial awareness across renewals, SOWs, and expansion conversations; comfort presenting to Director-level stakeholders
• Track record contributing to product and engineering roadmap conversations via structured voice-of-customer feedback