Senior Manager of CPG Customer Success

Join Instacart Insights as a Senior Manager of Customer Success. In this role, you will lead a team focused on driving customer value delivery and satisfaction with our pioneering SaaS solutions. You will oversee the entire customer journey, manage key customer relationships, and foster cross-functional collaboration. This is an opportunity to shape the future of our Customer Success organization while driving meaningful outcomes for our customers.

• Oversee a team of Managers and Customer Success Managers focused on CPG brands, coaching them through the full customer lifecycle.
• Shape the future Customer Success organization by standardizing processes, building playbooks, and establishing best practices.
• Manage key customer relationships as a senior point of contact for a portfolio of complex, multi-stakeholder accounts, driving engagement and satisfaction.

• 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 managing complex, multi-stakeholder customer relationships with consistently high satisfaction and renewal rates
• Strong analytical background, including data analysis and synthesis into compelling presentations and executive-level narratives
• Willingness to travel up to 40%
• 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
• 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
• Experience developing business processes and best practices in fast-paced, high-growth environments
• Proven track record of building, scaling, and managing high-performing Customer Success teams in a fast-paced, technology-driven environment
• Experience managing remote or distributed teams
• Experience analyzing and improving CS performance metrics including NRR, retention rates, and time-to-value
• Proficiency with data visualization tools and CRM systems
• Proven track record of adapting to and driving innovation in rapidly evolving technological landscapes
• Experience with CPG SaaS solutions, particularly in consumer insights, promotional strategy, or retail execution technologies