Senior Customer Success Manager, Caper at Instacart

We're transforming the grocery industry At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers. Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table. Instacart is a Flex First team There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work. Overview Instacart's Customer Success team partners with retailers to bring Caper's in-store AI solutions—such as smart carts and computer vision–powered experiences—to life at scale. As a Senior Customer Success Manager, you will drive measurable outcomes for our retail partners, from pilot to nationwide rollout, ensuring stores, shoppers, and operators see tangible value every day. In this role, you will serve as a trusted advisor to retail leaders while collaborating cross-functionally with product, engineering, and sales. You will help shape how Instacart and Caper deliver operational excellence in stores, champion the voice of the customer, and contribute to strategic growth. This role is remote across the U.S. and Canada and includes periodic travel for store visits, pilots, and partner meetings. About the Job • 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. About You Minimum Qualifications • 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. Preferred Qualifications • 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. #LI-Remote Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia. Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here. For Canadian based candidates, the base pay ranges for a successful candidate are listed below. CAN$151,000—$159,500 CAD