Senior Manager, CPG Customer Success
Core
Senior leader driving customer value delivery and satisfaction for CPG brands using Instacart Insights SaaS solutions, overseeing team performance and the full customer lifecycle from onboarding to scaled rollout.
Role type
Senior Manager, Customer Success (B2B SaaS)
Builds
Instacart Insights SaaS solutions for CPG and retail clients
Domain
Consumer Packaged Goods (CPG) / Retail / SaaS
Required skills
B2B SaaS customer success leadership, CPG/retail vertical expertise, multi-stakeholder account management, team building and scaling, data analysis and synthesis, process development, executive communication
Preferred skills
CPG SaaS solution experience, innovation in tech landscapes, data visualization, CRM proficiency, NRR/retention metrics management, remote team management
Technologies
CRM systems, data visualization tools
Responsibilities
Lead, hire, mentor, and develop a high-performing Customer Success team; Shape the future CS organization by standardizing processes and playbooks; Oversee end-to-end customer journey from onboarding to adoption; Manage key complex, multi-stakeholder customer relationships; Foster cross-functional collaboration across Sales, Product, and Engineering; Act as internal voice of the customer to inform roadmap decisions
Seniority
Senior, hands-on IC with team leadership