Senior Customer Success Manager, Storefront Pro

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Manage a portfolio of enterprise grocery retail accounts on Storefront Pro; develop robust relationships with retailer stakeholders to encourage adoption, growth, and renewals across web, app, and omnichannel platforms.

• Act as a trusted advisor to leaders in retail digital, marketing, and operations — delivering strategic insights on e-commerce program development, change management, and value realization across the entire platform.

• Assist in the complete launch of platforms, including success metrics, milestones, and risk management plans.

• Update and enhance playbooks, account health assessments, and quarterly business review schedules; predict account health and gather customer feedback that shapes Storefront Pro's product development and prioritization.

• Oversee the resolution of cross-functional escalations involving platform issues, integrations, catalog management, and fulfillment operations; participate in post-mortem analyses and implement preventative measures.

• Measure ROI (e.g., year-over-year online sales growth, average basket size, conversion rates, retail media revenue) and share results with retailer stakeholders; assist in multi-year commercial strategies and discussions regarding platform expansion.

• Enable retailers to fully leverage the Storefront Pro ecosystem — including loyalty and coupon integrations, AI-driven personalization, and merchandising solutions.

• Travel up to 30% for on-site retailer visits, launch assistance, and partner meetings as necessary.

⛳️ Requirements

• Over 6 years of experience in Customer Success, Account Management, or Consulting for B2B technology, with at least 3 years supporting enterprise retail or grocery clients.

• Proven success in managing executive relationships and renewals for strategic accounts with substantial annual contract values.

• Direct experience in delivering or supporting e-commerce platforms (e.g., white-label storefronts, OMS, CMS, digital merchandising, or loyalty integrations) across various retail banners or regions.

• Demonstrated ability to contribute to complex platform launches and initiatives, including onboarding, change management, and readiness for digital operations.

• Proficiency with CRM and success tools (e.g., Salesforce, Gainsight) to oversee account health, forecasting, and quarterly business reviews.

• Bachelor’s degree in Business, Engineering, Marketing, Operations, or a related field, or equivalent practical experience.

• Openness to travel up to 30% within North America.

🏝️ Benefits

• Instacart offers competitive compensation and benefits in every location where our employees operate.

• This position is eligible for a new hire equity grant as well as annual refresh grants.

• Flexible working arrangements.

• Health insurance coverage.

• Bonus opportunities.