Senior Customer Success Manager, Storefront Pro

Overview

Instacart's Customer Success team partners with grocery retailers to bring Storefront Pro's white-label e-commerce platform to life — powering owned and operated online grocery programs across web, app, and in-store channels. As a Senior Customer Success Manager on the Storefront Pro team, you will drive measurable outcomes for retail partners from launch through long-term growth, ensuring grocers realize the full value of their digital commerce investment.

In this role, you will serve as a trusted advisor to retail leaders while collaborating cross-functionally with product, engineering, sales, and retail media. You will help shape how Instacart delivers e-commerce excellence for grocers, champion the retailer's voice, and contribute to strategic growth across the portfolio. This role is remote across the U.S. and Canada and includes periodic travel for onsite retailer engagements, launches, and partner meetings.

About the Job

• Own 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 experiences.
• Serve 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 platform.
• Support end-to-end platform launches, success metrics, milestones, and risk mitigation plans.
• Maintain 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 prioritization.
• Lead resolution of cross-functional escalations spanning platform, integrations, catalog, and fulfillment operations; contribute to post-mortems and implement preventative improvements.
• Quantify 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 conversations.
• Help retailers unlock the full value of the Storefront Pro ecosystem — including, loyalty and coupon integrations, AI-powered personalization, and merchandising tools.
• Travel up to 30% for onsite retailer visits, launch support, and partner meetings as needed.

About You

Minimum Qualifications

• 6+ years of experience in Customer Success, Account Management, or Consulting for B2B technology, with 3+ years supporting enterprise retail or grocery clients.
• Proven track record managing executive relationships and renewals for strategic accounts with significant annual contract value.
• Hands-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 regions.
• Demonstrated success contributing to complex platform launches and programs, including onboarding, change management, and digital operations readiness.
• Proficiency with CRM and success tooling (e.g., Salesforce, Gainsight) to manage account health, forecasting, and QBRs.
• Bachelor's degree in Business, Engineering, Marketing, Operations, or a related field, or equivalent practical experience.
• Willingness to travel up to 30% within North America.

Preferred Qualifications

• Experience with grocery or food retail e-commerce, including familiarity with digital promotions, loyalty programs, fulfillment models (delivery, pickup, ship), and retail media.
• Background supporting SaaS platform deployments with integrations across payments, loyalty, catalog, and third-party partners.
• Analytical fluency with tools like Looker or Tableau; SQL proficiency to build and interpret dashboards and quantify e-commerce ROI.
• Experience supporting programs scaling from pilot launch to 50+ banners or store locations, including enterprise change management.
• Commercial awareness across renewals, SOWs, and expansion conversations; comfort presenting to Director- and VP-level stakeholders.
• Track record contributing to product and engineering roadmap conversations via structured voice-of-customer feedback.
• Familiarity with retail media networks and ad monetization strategies (e.g., Carrot Ads or comparable platforms).