Senior Customer Success Manager

Instacart

. Own a portfolio of enterprise retail accounts using Caper's in-store AI solutions; build strong relationships with retailer stakeholders to drive adoption, expansion, and renewals.

Posted 4/28/2026full-timeRemote • California, Colorado, Connecticut, District of Columbia, Hawaii, Illinois, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Texas, Vermont, Virginia, Washington • 🇺🇸 United StatesSenior💰 $131,000 - $165,500 per yearWebsite

Tech Stack

Tools & technologies

IoT

About the role

Key responsibilities & impact

Own a portfolio of enterprise retail accounts using Caper's in-store AI solutions; build strong relationships with retailer stakeholders to drive adoption, expansion, and renewals.
Serve as a trusted advisor to retail managers, directors, and cross-functional counterparts, providing strategic guidance on store operations, change management, and value realization.
Support end-to-end deployments—from pilot design through regional or nationwide scale—partnering with product, engineering, sales, and field operations; contribute to success metrics, milestones, and risk mitigation plans.
Maintain and refine playbooks, health scoring, and QBR cadences; forecast account health and surface voice-of-customer insights that inform product roadmaps and prioritization.
Lead resolution of cross-functional escalations spanning hardware, software, and store operations; contribute to post-mortems and implement preventative improvements.
Quantify ROI (e.g., labor savings, throughput, basket size) and present outcomes to retailer stakeholders; support multi-year commercial strategies and expansion conversations.
Travel up to 30% for onsite store visits, pilot support, and partner meetings as needed.

Requirements

What you’ll need

6+ years of experience in Customer Success, Account Management, or Consulting for B2B technology, with 3+ years supporting enterprise retail clients.
Proven track record managing executive relationships and renewals for strategic accounts with significant annual contract value.
Hands-on experience delivering or supporting in-store retail technology (e.g., POS, computer vision, smart carts, self-checkout, IoT) across multiple locations.
Demonstrated success contributing to complex rollouts and programs, including pilot support, change management, and store operations readiness.
Proficiency with CRM and success tooling (e.g., Salesforce, Gainsight) to manage health, forecasting, and QBRs.
Bachelor's degree in Business, Engineering, Operations, or related field, or equivalent practical experience.
Willingness to travel up to 30% within North America.

Benefits

Comp & perks

remote work flexibility
new hire equity grant
annual refresh grants

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Customer SuccessAccount ManagementConsultingB2B technologyin-store retail technologychange managementstore operations readinessROI quantificationpilot supportcomplex rollouts

Soft Skills

relationship buildingstrategic guidancecross-functional collaborationproblem resolutioncommunicationforecastinginsight generationleadershipadaptabilitycustomer advocacy