Remote Senior Customer Success Manager, Storefront Pro

Note: The job is a remote job and is open to candidates in USA. Instacart is transforming the grocery industry by providing a white-label e-commerce platform for grocery retailers. As a Senior Customer Success Manager on the Storefront Pro team, you will drive measurable outcomes for retail partners, ensuring they realize the full value of their digital commerce investment.ResponsibilitiesOwn a portfolio of enterprise grocery retail accounts on Storefront Pro; build strong relationships with retailer stakeholders to drive adoption, expansion, and renewals across web, app, and omnichannel experiencesServe as a trusted advisor to retail digital, marketing, and operations leaders providing strategic guidance on e-commerce program growth, change management, and value realization across the full platformSupport end-to-end platform launches, success metrics, milestones, and risk mitigation plansMaintain and refine playbooks, account health scoring, and QBR cadences; forecast account health and surface voice-of-customer insights that inform Storefront Pro's product roadmap and prioritizationLead resolution of cross-functional escalations spanning platform, integrations, catalog, and fulfillment operations; contribute to post-mortems and implement preventative improvementsQuantify ROI (e.g., year-over-year online sales growth, basket size, conversion rate, retail media revenue) and present outcomes to retailer stakeholders; support multi-year commercial strategies and platform expansion conversationsHelp retailers unlock the full value of the Storefront Pro ecosystem including, loyalty and coupon integrations, AI-powered personalization, and merchandising toolsTravel up to 30% for onsite retailer visits, launch support, and partner meetings as neededSkills6+ years of experience in Customer Success, Account Management, or Consulting for B2B technology, with 3+ years supporting enterprise retail or grocery clientsProven track record managing executive relationships and renewals for strategic accounts with significant annual contract valueHands-on experience delivering or supporting e-commerce platforms (e.g., white-label storefronts, OMS, CMS, digital merchandising, or loyalty integrations) across multiple retail banners or regionsDemonstrated success contributing to complex platform launches and programs, including onboarding, change management, and digital operations readinessProficiency with CRM and success tooling (e.g., Salesforce, Gainsight) to manage account health, forecasting, and QBRsBachelor's degree in Business, Engineering, Marketing, Operations, or a related field, or equivalent practical experienceWillingness to travel up to 30% within North AmericaExperience with grocery or food retail e-commerce, including familiarity with digital promotions, loyalty programs, fulfillment models (delivery, pickup, ship), and retail mediaBackground supporting SaaS platform deployments with integrations across payments, loyalty, catalog, and third-party partnersAnalytical fluency with tools like Looker or Tableau; SQL proficiency to build and interpret dashboards and quantify e-commerce ROIExperience supporting programs scaling from pilot launch to 50+ banners or store locations, including enterprise change managementCommercial awareness across renewals, SOWs, and expansion conversations; comfort presenting to Director- and VP-level stakeholdersTrack record contributing to product and engineering roadmap conversations via structured voice-of-customer feedbackFamiliarity with retail media networks and ad monetization strategies (e.g., Carrot Ads or comparable platforms)BenefitsThis role is eligible for a new hire equity grant as well as annual refresh grants.Instacart provides highly market-competitive compensation and benefits in each location where our employees work.Company OverviewInstacart is an online grocery platform that offers same-day delivery and pickup services for retailers and consumers. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.instacart.com.Company H1B SponsorshipInstacart has a track record of offering H1B sponsorships, with 65 in 2026, 147 in 2025, 168 in 2024, 108 in 2023, 159 in 2022, 170 in 2021, 59 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply To this Job .