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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading and developing high-performing Customer Success teams, driving customer satisfaction and retention through strategic planning and data analysis. Proficient in managing complex customer relationships and translating insights into actionable strategies within B2B SaaS environments.
Highest-signal resume keywords
Customer Success LeadershipB2B SaaS ExperienceData Analysis and SynthesisCustomer Retention and ExpansionComplex Stakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer RetentionCustomer SatisfactionData AnalysisBusiness Process DevelopmentStrategic PlanningMetrics-Driven PerformanceConsumer InsightsTrade PromotionMerchandising DynamicsPromotional Strategy
Soft Skills
Excellent CommunicationTeam MotivationCoachingMentoringCollaboration
Tools & Technologies
Data Visualization ToolsCRM SystemsCPG SaaS SolutionsRetail Execution Technologies
Industry Keywords
Customer JourneyOnboardingBusiness ExpansionHigh-Growth EnvironmentsRemote Team Management
About the role
Key responsibilities & impact- Lead, hire, mentor, and develop a high-performing Customer Success team
- Drive team performance and customer satisfaction through metrics, coaching, strategic planning, and continuous improvement
- Shape the Customer Success organization as it scales by standardizing processes, building playbooks, and establishing best practices
- Oversee the customer journey from onboarding through adoption and scaled rollout of revenue strategies
- Guide analysis and synthesis of test results and delivery of data-driven customer insights
- Manage complex, multi-stakeholder customer relationships as a senior point of contact
- Drive customer engagement, satisfaction, renewals, and business expansions
- Collaborate with Sales, Product, Marketing, Enablement, and Pre-Sales teams
- Represent customer feedback to Product, Engineering, and Data Science teams to inform roadmap decisions
- Identify account trends and drive strategic decisions across the organization
Requirements
What you’ll need- 12+ years of work experience
- 5+ years of team leadership experience in a B2B SaaS environment
- Demonstrated success in customer retention, expansion, and satisfaction
- Proven ability to build, scale, and manage high-performing Customer Success teams
- Experience managing complex, multi-stakeholder customer relationships
- Deep expertise in CPG and/or Retail, including trade promotion, consumer insights, and merchandising dynamics
- Ability to translate complex customer needs into actionable strategies
- Strong analytical background, including data analysis and synthesis into presentations and executive narratives
- Experience developing business processes and best practices in fast-paced, high-growth environments
- Excellent communication and presentation skills with senior executives and multi-stakeholder audiences
- Ability to motivate clients and internal teams through process or organizational change
- Willingness to travel up to 40%
- Preferred: Experience with CPG SaaS solutions, consumer insights, promotional strategy, or retail execution technologies
- Preferred: Experience driving innovation in evolving technological landscapes
- Preferred: Proficiency with data visualization tools and CRM systems
- Preferred: Experience analyzing CS metrics including NRR, retention rates, and time-to-value
- Preferred: Experience managing remote or distributed teams
Benefits
Comp & perks- Sales Incentive Plan with cash variable incentive target based on individual sales performance
- New hire equity grant
- Annual refresh equity grants
- Market-competitive compensation and benefits
- Flexible work location through Instacart’s Flex First policy, including home, office, or coffee shop work options
- Regular in-person events