Principal Customer Success Manager at Instacart

Instacart

Canada - Remote (ON, AB, BC, or NS Only)·6h ago

LeadFull-timeRustAIML

Salary Range

$99,450 - $134,550 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

Instacart’s Customer Success team partners with retailers to bring Caper’s in-store AI solutions to life at scale. As a Principal Customer Success Manager, you will lead a team focused on driving measurable outcomes for our retail partners, from pilot to nationwide rollout.

Key Responsibilities

→Lead, coach, and develop a high-performing Customer Success team of 9 that supports enterprise retailers using Caper’s in-store AI solutions
→Own executive relationships with retail Directors, VPs, and store leaders to drive adoption, expansion, and renewals
→Orchestrate end-to-end deployments—from pilot design through nationwide scale—aligning product, engineering, sales, and field operations
→Build and refine playbooks, health scoring, and QBR/EBR cadences
→Lead resolution of complex, cross-functional escalations spanning hardware, software, and store operations
→Quantify ROI and present outcomes to executive stakeholders
→Travel up to 30% for onsite store visits, pilot support, and executive meetings

Requirements

✓10+ years of experience in Customer Success, Account Management, or Consulting for B2B technology
✓3+ years of people leadership experience directly managing and developing customer-facing teams
✓Proven track record owning executive relationships and renewals for strategic accounts totaling $5M+ in annual contract value
✓Hands-on experience delivering or operating in-store retail technology across 50+ locations
✓Demonstrated success leading complex rollouts and programs
✓Proficiency with CRM and success tooling (e.g., Salesforce, Gainsight)
✓Bachelor’s degree in Business, Engineering, Operations, or related field
✓Willingness to travel up to 30% within North America