Sr. Manager, Enterprise Customer Success
OVERVIEW
As we continue our fast growth, we are looking to add to our Business Development team. We are hiring a Senior Manager, Enterprise Customer Success to develop and lead our customer success strategy that promotes productivity, retention and loyalty for Instacart’s suite of enterprise offerings including ecommerce SaaS and API services. In this role, you will have responsibilities including, but not limited to, the development of the customer success processes, metrics and engagement strategies throughout the customer lifecycle.
ABOUT THE JOB
- Develop and lead the customer relationship strategy that promotes productivity, retention and loyalty for Instacart’s suite of enterprise offerings including ecommerce SaaS and API services.
- Collaborate with Technical Delivery and Product teams to create playbooks, data points, tools and resources to educate, upsell/cross-sell retailers on the platform
- Be a subject matter expert of Instacart’s enterprise offering and provide consultative services to internal and external audiences to educate on best practices and tactics for optimal success on the platform
- Responsible for developing partner-facing collateral and leading presentations to external audiences to evangelize enterprise offering, including demonstrations of the suite of enterprise products and services
- Establish a deep understanding of Instacart's business operations, including internal processes, functional group strategies, and competitive landscape context
- Engage, educate, collaborate, and problem solve with internal and external partners at all levels of the organization
ABOUT YOU
- ~5 years previous Customer Success experience
- Prior experience should focus on enterprise and / or SaaS
- Strong project/program management skills
- Technical acumen to allow effective articulation of Instacart’s Enterprise capabilities & offerings highly preferred
- Excellent communication skills with the ability to distill complex issues
- Comfort with large data sets and ability to extract business insights from analysis
- Comfort with ambiguity and a rapidly evolving business landscape
- Solid stakeholder management skills, both for internal and external stakeholders
- Quick communication response times
- Ability to manage across functions and present to leadership
- Creative problem-solver
- Positive, energetic, and influential relationship builder