Senior Manager, CPG Customer Success

Remote · 5+ years experience · Full-time · Remote · Posted Oct 13, 2026

At a glance

Join Instacart Insights as a Senior Manager of Customer Success, searching for an experienced CS leader with deep CPG and retail expertise to drive customer value delivery and satisfaction with SaaS solutions.
Oversee a team of Managers and Customer Success Managers focused on CPG brands of all sizes, coaching them through the full customer lifecycle, from onboarding to scaled rollout of optimal topline revenue strategies.

Lead, hire, mentor, and develop a high-performing team of Customer Success professionals, driving team performance and customer satisfaction across the portfolio.
Partner closely with the Director, CS and cross-functional leaders to standardize processes, build playbooks, and establish best practices across the broader organization.
Oversee the end-to-end customer journey from onboarding to full adoption, guiding the team in analyzing and synthesizing test results and delivering data-driven insights.
Manage key customer relationships as a senior point of contact for a portfolio of complex, multi-stakeholder accounts, driving engagement, satisfaction, renewals, and business expansions.
Foster cross-functional collaboration across Sales, Product, Marketing, Enablement and Pre-Sales teams to align customer engagement strategies.
Act as the internal voice of the customer, synthesizing feedback for Product, Engineering, and Data Science teams to inform roadmap decisions.

12+ years of work experience with 5+ years of team leadership experience in a B2B SaaS environment, with demonstrated success in customer retention, expansion, and satisfaction.
Proven track record of building, scaling, and managing high-performing Customer Success teams in a fast-paced, technology-driven environment.
Experience managing complex, multi-stakeholder customer relationships with consistently high satisfaction and renewal rates.
Deep expertise in CPG and/or Retail verticals, including a strong understanding of trade promotion, consumer insights, and merchandising dynamics.
Demonstrated ability to translate complex customer needs into actionable strategies for your team and the broader organization.
Strong analytical background, including data analysis and synthesis into compelling presentations and executive-level narratives.
Experience developing business processes and best practices in fast-paced, high-growth environments.
Excellent communication and presentation skills, with experience engaging senior executives and multi-stakeholder audiences.
Demonstrated ability to motivate clients and internal teams through process or organizational change.
Willingness to travel up to 40%

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

Flex First team offering employees the flexibility to choose where they do their best work from home, an office, or a coffee shop
Willingness to travel up to 40%