Instacart Public Engagement Manager leads the Customer Success organization for Instacart's Enterprise Solutions portfolio. They are accountable for post-live value realization and partner closely with Business Development and other teams.
Responsibilities
Lead the Customer Success organization for the Enterprise Solutions portfolio
Own value realization and outcomes end to end
Partner closely with Business Development by providing account health, risk signal, and expansion readiness
Qualification
8+ years of enterprise customer successDirect
Required
8+ years of enterprise customer success, account management, or post-sale leadership at a B2B SaaS or enterprise technology company.
Direct, accountable leadership of a customer success organization responsible for adoption velocity, time-to-value, health score, at-risk portfolio, CSAT, QBR quality and support BD with GRR, NRR, and expansion.
Track record of managing managers with demonstrated ability to set standards and develop senior leaders without micromanagement.
Ownership of a CS book of business or post-sale P&L of meaningful scale (e.g., $1000M+ ARR) with documented outcomes on Adoption, NRR, GRR, or expansion.
Proven success operating in a BD- or Sales-led commercial environment — clear instinct for where the CS lane begins and ends, comfort with shared standards rather than rigid RACI/process.
Demonstrated executive presence with enterprise customer counterparts (VP / SVP / C-level), including the ability to deliver hard news, navigate escalations, and rebuild trust after issues.
Experience designing and operating segmented CS coverage models (high-touch for strategic accounts, scaled/digital for the long tail), including capacity planning and exception handling.
Hands-on experience hiring senior CS talent — with a clear point of view on profile, comp, and ramp.
Strong background having operated in an end to end post sales service delivery ecosystem with strong CS interaction with Business Development/Sales, Delivery, Technical and Product teams. Preferred Qualifications
Experience transforming a CS function from reactive enablement into proactive business advisory, including the talent, comp, operating-model, and tooling changes required (not a renaming exercise).
Track record of building or scaling seasoned strategist roles inside a CS org — including hiring profile, ramp, comp design, and integration with the rest of the account team.
Experience operating with a separate technical TAM function on shared enterprise accounts — including co-authoring cross-org protocols and managing escalations across an org boundary.
