Senior Manager, CPG Customer Success

The role

You will lead, hire, and mentor a team of Customer Success professionals focused on CPG brands. You will oversee the customer journey for SaaS solutions and manage complex, multi-stakeholder accounts.

What you will do

• Lead, hire, mentor, and develop a high-performing team of Customer Success professionals.
• Shape the Customer Success organization as it scales.
• Partner with the Director, CS and cross-functional leaders to standardize processes and build playbooks.
• Oversee the end-to-end customer journey from onboarding to full adoption.
• Guide the team in analyzing test results and delivering data-driven insights.
• Manage key customer relationships for complex, multi-stakeholder accounts.
• Foster cross-functional collaboration across Sales, Product, Marketing, Enablement and Pre-Sales teams.
• Act as the internal voice of the customer for Product, Engineering, and Data Science teams.

Required qualifications

• 12+ years of work experience
• 5+ years of team leadership experience in a B2B SaaS environment
• Success in customer retention, expansion, and satisfaction
• Proven track record of building, scaling, and managing high-performing Customer Success teams
• Experience managing complex, multi-stakeholder customer relationships
• Deep expertise in CPG and/or Retail verticals
• Understanding of trade promotion, consumer insights, and merchandising dynamics
• Ability to translate complex customer needs into actionable strategies
• Strong analytical background including data analysis and synthesis
• Experience developing business processes and best practices
• Excellent communication and presentation skills
• Willingness to travel up to 40%

Nice to have

• Experience with CPG SaaS solutions, particularly in consumer insights, promotional strategy, or retail execution technologies
• Proven track record of adapting to and driving innovation in rapidly evolving technological landscapes
• Proficiency with data visualization tools and CRM systems
• Experience analyzing and improving CS performance metrics including NRR, retention rates, and time-to-value
• Experience managing remote or distributed teams

Benefits

• Highly market-competitive compensation and benefits
• Sales Incentive Plan
• New hire equity grant
• Annual refresh grants

About the company

Instacart is a Flex First team that delivers an essential service for grocery and household goods. They aim to transform the grocery industry through their platform.