Senior Manager, CPG Customer Success

Instacart is hiring a Senior Manager of Customer Success for Instacart Insights. The role leads a team serving CPG customers, overseeing the customer lifecycle and driving adoption, satisfaction, renewals, and business growth through its SaaS solutions.

Responsibilities:

• Lead, hire, mentor, and develop a high-performing team of Customer Success professionals, driving team performance and customer satisfaction across the portfolio while embodying our "Serve Generously" value. Drive that performance through clear metrics, regular coaching, strategic planning, and a culture of continuous learning and improvement
• Shape the future Customer Success organization as it rapidly scales. Partner closely with the Director, CS and cross-functional leaders to standardize processes, build playbooks, and establish best practices across the broader organization
• Oversee the end-to-end customer journey from onboarding to full adoption. Guide your team in analyzing and synthesizing test results, delivering data-driven insights that influence customer strategies, and help customers through the organizational and process changes required to integrate topline revenue insights into their at-shelf strategies at scale
• Manage key customer relationships as a senior point of contact for a portfolio of complex, multi-stakeholder accounts, driving engagement and satisfaction with our SaaS solutions, successful renewals, and business expansions
• Foster cross-functional collaboration across Sales, Product, Marketing, Enablement and Pre-Sales teams to align customer engagement strategies. Act as the internal voice of the customer, synthesizing feedback for Product, Engineering, and Data Science teams to inform roadmap decisions, and identify trends across accounts to drive strategic decisions for the broader organization

Requirements:

• 12+ years of work experience with 5+ years of team leadership experience in a B2B SaaS environment, with demonstrated success in customer retention, expansion, and satisfaction
• Proven track record of building, scaling, and managing high-performing Customer Success teams in a fast-paced, technology-driven environment
• Experience managing complex, multi-stakeholder customer relationships with consistently high satisfaction and renewal rates
• Deep expertise in CPG and/or Retail verticals, including a strong understanding of trade promotion, consumer insights, and merchandising dynamics
• Demonstrated ability to translate complex customer needs into actionable strategies for your team and the broader organization
• Strong analytical background, including data analysis and synthesis into compelling presentations and executive-level narratives
• Experience developing business processes and best practices in fast-paced, high-growth environments
• Excellent communication and presentation skills, with experience engaging senior executives and multi-stakeholder audiences
• Demonstrated ability to motivate clients and internal teams through process or organizational change
• Experience with CPG SaaS solutions, particularly in consumer insights, promotional strategy, or retail execution technologies
• Proven track record of adapting to and driving innovation in rapidly evolving technological landscapes
• Proficiency with data visualization tools and CRM systems
• Experience analyzing and improving CS performance metrics including NRR, retention rates, and time-to-value
• Experience managing remote or distributed teams