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At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Overview

Instacart’s Customer Success team partners with retailers to bring Caper’s in-store AI solutions—such as smart carts and computer vision–powered experiences—to life at scale. As a Principal Customer Success Manager, you will lead a team focused on driving measurable outcomes for our retail partners, from pilot to nationwide rollout, ensuring stores, shoppers, and operators see tangible value every day.

In this role, you will serve as a trusted advisor to executive retail leaders while orchestrating cross-functional execution with product, engineering, and sales. You will help shape how Instacart and Caper deliver operational excellence in stores, champion the voice of the customer, and guide strategic growth. This role is remote across the U.S. and Canada and includes periodic travel for store visits, pilots, and executive meetings.

About the Job

Lead, coach, and develop a high-performing Customer Success team of 9 that supports enterprise retailers using Caper’s in-store AI solutions; establish goals, operating rhythms, and career development plans.
Own executive relationships with retail Directors, VPs, and store leaders to drive adoption, expansion, and renewals; provide strategic guidance on store operations, change management, and value realization.
Orchestrate end-to-end deployments—from pilot design through nationwide scale—aligning product, engineering, sales, and field operations; define success metrics, milestones, and risk mitigation plans.
Build and refine playbooks, health scoring, and QBR/EBR cadences; forecast account health and surface voice-of-customer insights that inform product roadmaps and prioritization.
Lead resolution of complex, cross-functional escalations spanning hardware, software, and store operations; run post-mortems and implement preventative improvements.
Quantify ROI (e.g., labor savings, throughput, basket size) and present outcomes to executive stakeholders; influence multi-year commercial strategies and expansions.
Travel up to 30% for onsite store visits, pilot support, and executive meetings as needed.

About You

Minimum Qualifications

10+ years of experience in Customer Success, Account Management, or Consulting for B2B technology, with 5+ years supporting enterprise retail clients.
3+ years of people leadership experience directly managing and developing customer-facing teams (hiring, performance management, coaching).
Proven track record owning executive relationships and renewals for strategic accounts totaling $5M+ in annual contract value or equivalent scale.
Hands-on experience delivering or operating in-store retail technology (e.g., POS, computer vision, smart carts, self-checkout, IoT) across 50+ locations.
Demonstrated success leading complex rollouts and pro

Principal Customer Success Manager

Job Description

About You

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