Senior Customer Success Manager, Storefront Pro

ABOUT THE ROLE We're transforming the grocery industry at Instacart, and we're looking for a Senior Customer Success Manager to drive measurable outcomes for our retail partners. As a trusted advisor, you will partner with grocery retailers to bring our Storefront Pro e-commerce platform to life, powering owned and operated online grocery programs across web, app, and in-store channels. WHAT YOU'LL DO As a Senior Customer Success Manager on the Storefront Pro team, you will own a portfolio of enterprise grocery retail accounts, building strong relationships with retailer stakeholders to drive adoption, expansion, and renewals across web, app, and omnichannel experiences. You will 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. You will support end-to-end platform launches, success metrics, milestones, and risk mitigation plans, maintaining and refining playbooks, account health scoring, and QBR cadences. You will also lead resolution of cross-functional escalations, contribute to post-mortems, and implement preventative improvements. Additionally, you will quantify ROI and present outcomes to retailer stakeholders, supporting multi-year commercial strategies and platform expansion conversations. WHAT YOU'LL NEED To be successful in this role, you will have 6+ years of experience in Customer Success, Account Management, or Consulting for B2B technology, with 3+ years supporting enterprise retail or grocery clients. You will have a proven track record managing executive relationships and renewals for strategic accounts with significant annual contract value. You will also have hands-on experience delivering or supporting e-commerce platforms across multiple retail banners or regions. You will be proficient with CRM and success tooling, such as Salesforce or Gainsight, to manage account health, forecasting, and QBRs. A Bachelor's degree in Business, Engineering, Marketing, Operations, or a related field, or equivalent practical experience, is required. You will also be willing to travel up to 30% within North America. WHY REMOTE Instacart is a Flex First team, which means we offer flexibility in how and where you do your best work. You will have the opportunity to work from home, an office, or your favorite coffee shop, while staying connected and building community through regular in-person events. BENEFITS As a Senior Customer Success Manager at Instacart, you will have access to a comprehensive benefits package, including competitive salary, stock options, and a 401(k) matching program. You will also have the opportunity to work with a talented team of professionals who are passionate about transforming the grocery industry.