Senior Manager, Technical Account Management (Enterprise)

Overview

Instacart's Enterprise Solutions Architecture and Engineering team sits at the intersection of technology and retail partnership, working directly with grocery retailers and partner vendors to deliver best-in-class e-commerce experiences at scale. The team is a critical part of Instacart's broader mission to transform how people access and purchase groceries — powering the infrastructure that connects online and in-store commerce for hundreds of retailers across North America.

At the center of this work is Storefront Pro (SFP), Instacart's flagship white-label e-commerce solution for grocery. SFP is the market leader in its category, combining Instacart's platform scale with best-in-class customer experiences while seamlessly bridging digital and physical retail. Over the past two years, SFP has grown explosively — launching triple-digit numbers of retailers ranging from beloved local independents to midsize regional chains to multinational giants — generating billions in revenue along the way.

That growth has created an urgent need: as SFP's portfolio has scaled dramatically in size and complexity, there is no dedicated post-launch technical ownership. That's where you come in. We are looking for a Senior Manager to found and lead the Technical Account Management (TAM) practice for SFP — building the team, the processes, and the operating model from the ground up. This is a rare opportunity to shape something entirely new at a company with enormous reach, leading a team of four and growing it into a world-class function that owns technical health and excellence across the entire SFP ecosystem.

About the Job

• Hire, train, and develop the Technical Account Management team from the ground up — growing it through hands-on coaching and mentorship into a high-performing, world-class practice that owns post-launch technical excellence across the SFP portfolio.
• Define and continuously refine the approach to platform health for SFP — identifying and monitoring key metrics, establishing measurement as a foundational team discipline, and designing the operating model including portfolio tiering, account assignment, coverage, and escalation paths.
• Build and operate intake and prioritization systems that span both external retail partners and internal stakeholders, balancing competing demands across resource management, product roadmap, and business commitments in a fast-moving, high-stakes environment.
• Serve as the senior escalation point for critical platform issues, communicating with retailer stakeholders at all levels — up to and including the C-suite — and negotiating clear scope and responsibility boundaries between the TAM function and adjacent teams including CSM, RPM, Solution Architecture, and Engineering.
• Initiate and lead cross-functional initiatives that drive continuous technical improvement across SFP deployments, synthesizing systemic patterns into actionable product and engineering roadmap influence — ensuring that the lessons learned at the account level create lasting, structural improvements to the platform.

About You

Minimum Qualifications

• 10+ years of experience in technical account management, solutions engineering or architecture, technical consulting, or software engineering, ideally within SaaS or platform environments
• 5+ years of experience leading, hiring, and growing engineering or engineering-adjacent teams, with demonstrated experience building or significantly scaling a team from an early stage
• Outstanding communication and presentation skills, including direct experience engaging VP-level and C-suite stakeholders on high-priority technical and business issues
• Demonstrated ability to define and drive large-scale transformation or operational programs across cross-functional organizations, with measurable outcomes
• Hands-on technical depth with complex platform integrations at scale — including REST APIs, authentication, ETL pipelines, message queues, async patterns, and error handling and recovery — with the ability to analyze, diagnose, and drive resolution of issues
• Proven ability to balance proactive and reactive approaches to technical health, consistently delivering on urgent needs without sacrificing long-term platform maintainability

Preferred Qualifications

• Experience founding or bootstrapping a TAM, professional services, or post-launch technical delivery function within a product or platform company
• Deep domain expertise in at least one area of enterprise architecture relevant to grocery retail — such as loyalty, identity, payments, point of sale, or catalog management
• Familiarity with the grocery retail or e-commerce ecosystem, including in-store operations and last-mile fulfillment
• Experience working within a platform company's partner or integration ecosystem, with exposure to multi-tenancy, CI/CD, cloud architectures, and gRPC/protobuf in addition to REST