Remote opportunity at
InstacartSenior Manager, CPG Customer Success
Instacart operates a grocery delivery service that connects consumers with household goods and food while providing earnings opportunities for shoppers. The company is currently hiring a…
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About This Role
Instacart operates a grocery delivery service that connects consumers with household goods and food while providing earnings opportunities for shoppers. The company is currently hiring a Senior Manager of Customer Success for Instacart Insights to oversee SaaS solutions designed for consumer packaged goods brands. In this position, you will guide a team of Customer Success professionals supporting client accounts of varying sizes across the full customer lifecycle, from initial onboarding…
Job Description
Instacart operates a grocery delivery service that connects consumers with household goods and food while providing earnings opportunities for shoppers. The company is currently hiring a Senior Manager of Customer Success for Instacart Insights to oversee SaaS solutions designed for consumer packaged goods brands. In this position, you will guide a team of Customer Success professionals supporting client accounts of varying sizes across the full customer lifecycle, from initial onboarding to broad strategic implementation.
This role is well-suited for an experienced customer success leader who possesses deep familiarity with retail and CPG verticals, trade promotion, and merchandising dynamics. You will collaborate closely with internal departments including Sales, Product, Marketing, Enablement, and Pre-Sales to align engagement strategies and represent the voice of the customer. Responsibilities involve standardizing operational playbooks, monitoring performance metrics, and managing high-stakes client relationships.
Instacart functions under a Flex First approach, granting employees the flexibility to execute their duties from home, an office, or other preferred locations while participating in periodic in-person gatherings. Qualified candidates will step into an environment focused on technological innovation and scaling commercial operations, with opportunities to influence organizational processes and contribute to team mentorship.
Responsibilities
- Lead, hire, mentor, and develop a team of Customer Success professionals to maximize performance and client satisfaction
- Establish clear performance metrics, regular coaching schedules, and continuous learning practices
- Collaborate with leadership to standardize operational processes, build playbooks, and define best practices
- Oversee the complete client journey from onboarding through adoption and scaling
- Guide staff in analyzing test results and delivering data-driven insights to influence customer strategies
- Act as a primary point of contact for complex accounts to drive SaaS engagement, renewals, and business expansion
- Partner cross-functionally with Sales, Product, Marketing, Enablement, and Pre-Sales teams
- Synthesize client feedback to inform roadmap decisions for Product, Engineering, and Data Science teams
Requirements
- 12 or more years of professional work experience
- Minimum of 5 years of team leadership experience in a B2B SaaS environment
- Proven track record of managing, building, and scaling high-performing Customer Success teams
- Experience handling complex, multi-stakeholder customer relationships with strong retention and renewal outcomes
- Deep expertise in CPG and/or retail verticals, including trade promotion, consumer insights, and merchandising dynamics
- Strong analytical background capable of translating complex needs and data into executive-level narratives
- Demonstrated ability to guide clients and internal groups through operational or organizational change
- Willingness to travel up to 40% of the time
Qualifications
- Experience with CPG SaaS solutions focused on consumer insights, promotional strategy, or retail execution technologies
- Track record of adapting to and driving innovation in rapidly evolving technological landscapes
- Proficiency with CRM systems and data visualization tools
- Experience evaluating and improving customer success metrics such as NRR, retention rates, and time-to-value
- Experience managing distributed or remote teams
Core Skills
Benefits
- Market-competitive compensation and benefits based on work location
- Participation in a Sales Incentive Plan with cash variable incentive targets
- New hire equity grant and annual equity refresh grants
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote?
Yes, the posting specifies that the role is remote under Instacart's Flex First policy, allowing employees to choose their work location while attending regular in-person events.
What is the salary or OTE range for this position?
Base pay ranges vary by location, such as $177,000 to $187,000 for CA, NY, CT, and NJ, and $148,000 to $156,000 for all other states. The total OTE range for the role is listed between $211,000 and $267,500 USD, combining salary and fixed paymix.
What level of experience is required?
Applicants must have 12+ years of professional work experience, including at least 5 years of team leadership experience within a B2B SaaS environment.
Is travel required for this job?
Yes, the job requires a willingness to travel up to 40%.
Sample Interview Questions
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