Principal Customer Success Manager

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 ...