Customer Success Manager • Principal

Who you are

You have extensive experience in customer success management, ideally within the technology or retail sectors — you've successfully led teams and driven customer satisfaction through effective relationship management and strategic planning. Your ability to analyze customer needs and translate them into actionable plans has consistently resulted in improved outcomes for clients.

You possess strong communication and interpersonal skills — you excel at building trust with stakeholders and can effectively convey complex ideas in a clear and engaging manner. Your leadership style fosters collaboration and empowers team members to achieve their best work.

You are data-driven and understand the importance of metrics in measuring success — you have experience using analytics to inform decision-making and drive continuous improvement in customer success initiatives. Your strategic mindset allows you to identify opportunities for growth and innovation.

What you'll do

As the Principal Customer Success Manager at Instacart, you will lead a dedicated team focused on delivering exceptional value to our retail partners. You will oversee the implementation of Caper’s AI solutions, ensuring that our partners experience a seamless transition from pilot programs to nationwide rollouts. Your role will involve collaborating closely with cross-functional teams to align on goals and strategies that drive customer success.

You will serve as a trusted advisor to our retail partners, providing insights and recommendations that enhance their operations and customer experiences. Your ability to understand their unique challenges will enable you to tailor solutions that meet their specific needs. You will also be responsible for developing and executing customer success plans that drive measurable outcomes and foster long-term partnerships.

In this role, you will mentor and develop your team, providing guidance and support to help them excel in their roles. You will encourage a culture of continuous learning and improvement, ensuring that your team is equipped with the skills and knowledge necessary to succeed. You will also play a key role in shaping the overall strategy for customer success at Instacart, contributing to our mission of transforming the grocery industry.

What we offer

Instacart offers a flexible work environment that allows you to choose where you do your best work, whether from home, an office, or a coffee shop. We believe in building a strong community through regular in-person events and collaboration. Our compensation package includes a competitive salary range of CAN $171,000—$181,000 CAD, along with a Sales Incentive Plan and eligibility for equity grants. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.