Senior Customer Success Manager, Storefront Pro

Instacart

. 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.

Posted 5/12/2026full-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💰 $112,000 - $165,500 per yearWebsite

About the role

Key responsibilities & impact

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.

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 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.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options
New hire equity grant
Annual refresh grants

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

e-commerce platformschange managementdigital merchandisingloyalty integrationsaccount health scoringROI quantificationplatform launchesforecastingcustomer successaccount management

Soft Skills

relationship buildingstrategic guidancecross-functional collaborationproblem resolutioncommunicationconsultingleadershipanalytical thinkingcustomer advocacypresentation skills