Senior Manager, CPG Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, recruit, mentor, and cultivate a high-performing Customer Success team.

• Enhance team performance and customer satisfaction through metrics, coaching, strategic planning, and ongoing improvement.

• Shape the Customer Success organization as it expands by standardizing processes, creating playbooks, and establishing best practices.

• Oversee the customer journey from onboarding to adoption and the scaled rollout of revenue strategies.

• Guide the analysis and synthesis of test results, delivering data-driven customer insights.

• Manage complex, multi-stakeholder customer relationships as a senior point of contact.

• Promote customer engagement, satisfaction, renewals, and business growth.

• Collaborate with Sales, Product, Marketing, Enablement, and Pre-Sales teams.

• Represent customer feedback to Product, Engineering, and Data Science teams to inform roadmap decisions.

• Identify account trends and drive strategic decisions across the organization.

⛳️ Requirements

• 12+ years of professional experience.

• 5+ years of leadership experience in a B2B SaaS environment.

• Proven track record in customer retention, expansion, and satisfaction.

• Demonstrated ability to build, scale, and manage high-performing Customer Success teams.

• Experience in managing complex, multi-stakeholder customer relationships.

• In-depth expertise in CPG and/or Retail, including trade promotion, consumer insights, and merchandising dynamics.

• Ability to convert complex customer needs into actionable strategies.

• Strong analytical skills, including data analysis and the ability to synthesize information into presentations and executive narratives.

• Experience in developing business processes and best practices in fast-paced, high-growth environments.

• Excellent communication and presentation skills with senior executives and diverse stakeholder groups.

• Capacity to motivate clients and internal teams during process or organizational changes.

• Willingness to travel up to 40%.

• Preferred: Experience with CPG SaaS solutions, consumer insights, promotional strategy, or retail execution technologies.

• Preferred: Experience driving innovation in rapidly evolving technological landscapes.

• Preferred: Proficiency in data visualization tools and CRM systems.

• Preferred: Experience analyzing CS metrics, including NRR, retention rates, and time-to-value.

• Preferred: Experience in managing remote or distributed teams.

🏝️ Benefits

• Sales Incentive Plan with a cash variable incentive target based on individual sales performance.

• New hire equity grant.

• Annual equity refresh grants.

• Market-competitive compensation and benefits.

• Flexible work location through Instacart’s Flex First policy, allowing work from home, office, or coffee shop.

• Regular in-person events.