Job Description
We’re transforming the grocery industry
At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.
Instacart is a Flex First team
There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.
Overview
Instacart’s Customer Success team partners with retailers to bring Caper’s in-store AI solutions—such as smart carts and computer vision–powered experiences—to life at scale. As a Principal Customer Success Manager, you will lead a team focused on driving measurable outcomes for our retail partners, from pilot to nationwide rollout, ensuring stores, shoppers, and operators see tangible value every day.
In this role, you will serve as a trusted advisor to executive retail leaders while orchestrating cross-functional execution with product, engineering, and sales. You will help shape how Instacart and Caper deliver operational excellence in stores, champion the voice of the customer, and guide strategic growth. This role is remote across the U.S. and Canada and includes periodic travel for store visits, pilots, and executive meetings.
About the Job
- Lead, coach, and develop a high-performing Customer Success team of 9 that supports enterprise retailers using Caper’s in-store AI solutions; establish goals, operating rhythms, and career development plans.
- Own executive relationships with retail Directors, VPs, and store leaders to drive adoption, expansion, and renewals; provide strategic guidance on store operations, change management, and value realization.
- Orchestrate end-to-end deployments—from pilot design through nationwide scale—aligning product, engineering, sales, and field operations; define success metrics, milestones, and risk mitigation plans.
- Build and refine playbooks, health scoring, and QBR/EBR cadences; forecast account health and surface voice-of-customer insights that inform product roadmaps and prioritization.
- Lead resolution of complex, cross-functional escalations spanning hardware, software, and store operations; run post-mortems and implement preventative improvements.
- Quantify ROI (e.g., labor savings, throughput, basket size) and present outcomes to executive stakeholders; influence multi-year commercial strategies and expansions.
- Travel up to 30% for onsite store visits, pilot support, and executive meetings as needed.
About You
Minimum Qualifications
- 10+ years of experience in Customer Success, Account Management, or Consulting for B2B technology, with 5+ years supporting enterprise retail clients.
- 3+ years of people leadership experience directly managing and developing customer-facing teams (hiring, performance management, coaching).
- Proven track record owning executive relationships and renewals for strategic accounts totaling $5M+ in annual contract value or equivalent scale.
- Hands-on experience delivering or operating in-store retail technology (e.g., POS, computer vision, smart carts, self-checkout, IoT) across 50+ locations.
- Demonstrated success leading complex rollouts and programs, including pilot design, change management, and store operations readiness.
- Proficiency with CRM and success tooling (e.g., Salesforce, Gainsight) to manage health, forecasting, and QBRs/EBRs.
- Bachelor’s degree in Business, Engineering, Operations, or related field, or equivalent practical experience.
- Willingness to travel up to 30% within North America.
Preferred Qualifications
- Experience with AI/ML or computer vision products in a retail environment.
- Background managing hardware–software deployments and coordinating field services or store operations.
- Analytical fluency with tools like Looker or Tableau; SQL proficiency to build/interpret dashboards and quantify ROI.
- Experience scaling programs from pilot to 100+ store deployments and leading enterprise change management.
- Commercial acumen across SOWs, pricing, and multi-year renewals; comfort presenting to C-suite stakeholders.
- MBA or relevant certifications (e.g., PMP, Prosci) are a plus.
- Track record influencing product and engineering roadmaps via structured voice-of-customer programs.
#LI-Remote
Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.
Offers may vary based on many factors, such as candidate experience and skills required for the role. This role also includes a Sales Incentive Plan. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.
For US based candidates, the base pay ranges for a successful candidate are listed below.
WA
$166,000—$175,000 USD
OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI
$158,000—$167,000 USD
All other states
$144,000—$152,000 USD
CA, NY, CT, NJ
$173,000—$183,000 USD
