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    Sign in  
Instacart // online grocery delivery services
Toronto, Ontario Canada    Posted: Monday, April 15, 2019
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Instacart is building the best way for people anywhere in the world to shop for groceries. Since Instacart started in 2012, weve launched same-day delivery in 200 US markets. We are laser focused on delivering groceries from your favorite stores right to your door. We now cover over 60% of US households & aim to have 80% coverage by the end 2018that's 90 million households! From a technology point of view, the platform is complex, rapidly scaling & processing millions of transactions in real-time all of the time. Our technology coupled with operational expertise enables Instacart to deliver fresh groceries in as little as an hour. This is a difficult problem to master & we are making it happen. Every day, we solve incredibly hard problems to create an experience for our customers that is absolutely magical.

Reporting to the Sr. Director of Customer Success, the Customer Success Manager (CSM) is the implementation lead, functional product expert & a voice for the retailer. You are a retail business technology expert & are as passionate about the customer experience as you are about developing & tracking to process & timelines. As a CSM, you will help drive complex projects from contract to completion & liaison between cross-functional teams at Instacart & the client. This is a highly cross-functional role; you are a strong functional solution expert, adept project manager, comfortable working with product, engineering & sales teams, all while being a natural in front of the customer.

Want to learn more? Lettuce show you the way!

Your day to day

Strategic Planning

  • Build & maintain strong client relationships across multiple stakeholders
  • Collaborate & strengthen relationships with third party vendors, as required
  • Manage senior level (VP/Director) client relationships in partnership with the Account Manager
  • Advise Account Manager & internal leadership team on up-sell opportunities

Analytical Support

  • Monitor retailer metrics & KPIs, leveraging these insights to drive business results & to understand how our product is performing for retailers

Product Knowledge

  • Develop subject matter expertise (SME) on our Retailer-facing suite of products & be proactive in how clients can leverage it to grow their business
  • Able to provide expert consultation to clients leveraging your knowledge of Unatas solution set


  • Work cross-functionally with Unata product, engineering, business development & sales teams to drive retailers success plans & delivery on commitments

General Management

  • Manage daily retailer communication, lead weekly meetings & make strategic recommendations to retailers on how to best leverage Unatas products
  • Keep a pulse on overall account health, providing regular status reports to internal & external stakeholders & escalate potential risks to leadership in advance, where appropriate
  • Ensure successful on-boarding of new accounts in partnership with the technical delivery team & Account Manager
  • Monitor the account for potential impacts to contractual commitments & liaise with the Account Manager to manage delivery to those commitments
  • In partnership with the Account Manager, manage all communication to the client as it relates to project delivery & impact to timelines
  • Contribute to SOWs, change orders & contract amendments when an increase in original contractual scope is identified

You have

  • 5-7 years previous experience implementing enterprise-level software solutions (bonus points for a background in retail software!)
  • Strong project management pedigree; PMP preferred, but not required
  • Experience working in an Agile SDLC environment is a bonus
  • Excellent communication skills with the ability to distill complex issues
  • The capacity to develop strong functional knowledge of enterprise-level software solutions
  • Comfort with ambiguity in a rapidly evolving business landscape
  • Solid stakeholder management skills, both for internal & external stakeholders
  • Strong knowledge of retail industry trends & best practices
  • Service minded approach to both external customers & internal stakeholders
  • Strong ability to translate data into meaningful insights & stories
  • Quick communication response times
  • Ability to manage across functions & present to leadership
  • Creative & structured problem-solver
  • The ability to travel, particularly in the United States, as required (10%)

Want to see a slice of life at Instacart? Checkout #tasteofinstacart on Instagram & LinkedIn

Instacart is committed to fostering a diverse work environment & proud to be an equal opportunity employer. As we highly value diversity in our current & future employees, we do not discriminate (including in our hiring & promotion practices) on the basis of race, religion, color, national origin, gender, gender expression , sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law.

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