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Senior Manager, CPG Customer Success

Instacart· Partnerships
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Hybrid (United States)$148k - $187kFull-timePosted 1w ago

About the role

Senior Manager of Customer Success at Instacart Insights, leading a team focused on CPG brands to drive customer value, onboarding, data-driven insights, and scaled topline revenue strategies within a SaaS environment.

Responsibilities

  • Lead, hire, mentor, and develop a high-performing team of Customer Success professionals, driving team performance and customer satisfaction across the portfolio while embodying our "Serve Generously" value.
  • Shape the future Customer Success organization as it rapidly scales. Partner closely with the Director, CS and cross-functional leaders to standardize processes, build playbooks, and establish best practices across the broader organization.
  • Oversee the end-to-end customer journey from onboarding to full adoption. Guide your team in analyzing and synthesizing test results, delivering data-driven insights that influence customer strategies, and help customers through organizational and process changes required to integrate topline revenue insights into their at-shelf strategies at scale.
  • Manage key customer relationships as a senior point of contact for a portfolio of complex, multi-stakeholder accounts, driving engagement and satisfaction with our SaaS solutions, successful renewals, and business expansions.
  • Foster cross-functional collaboration across Sales, Product, Marketing, Enablement and Pre-Sales teams to align customer engagement strategies. Act as the internal voice of the customer, synthesizing feedback for Product, Engineering, and Data Science teams to inform roadmap decisions, and identify trends across accounts to drive strategic decisions for the broader organization.

Qualifications

  • 12+ years of work experience with 5+ years of team leadership experience in a B2B SaaS environment, with demonstrated success in customer retention, expansion, and satisfaction
  • Proven track record of building, scaling, and managing high-performing Customer Success teams in a fast-paced, technology-driven environment
  • Experience managing complex, multi-stakeholder customer relationships with consistently high satisfaction and renewal rates
  • Deep expertise in CPG and/or Retail verticals, including a strong understanding of trade promotion, consumer insights, and merchandising dynamics
  • Demonstrated ability to translate complex customer needs into actionable strategies for your team and the broader organization
  • Strong analytical background, including data analysis and synthesis into compelling presentations and executive-level narratives
  • Experience developing business processes and best practices in fast-paced, high-growth environments
  • Excellent communication and presentation skills, with experience engaging senior executives and multi-stakeholder audiences
  • Demonstrated ability to motivate clients and internal teams through process or organizational change
  • Willingness to travel up to 40%

Skills

Required:Team leadershipCPG/Retail domain expertiseStrategic planningData analysis and storytelling

Benefits

  • Role includes Sales Incentive Plan with OTE; new hire equity grant and annual refresh grants; benefits as described in Taste of Instacart
Last updated Oct 15, 2026. Interested? Apply on the company site.
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About Instacart

Marketplace for grocery delivery and pickup

Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Instacart’s same-day delivery and pickup services bring fresh groceries and everyday essentials to busy people and families across the U.S. and Canada in as fast as an hour. Since its founding in 2012, Instacart has become an essential service for millions of families, while also serving as an immediate, flexible earnings opportunity for hundreds of thousands of shoppers across North America. The company partners with more than 350 retailers and delivers from more than 25,000 stores across more than 5,500 cities in North America. Today, Instacart is accessible to more than 85% of households in the U.S. and more than 70% of households in Canada.

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