Senior Manager, Technical Account Management (Enterprise)
About the role
Overview
Instacart is seeking a Senior Manager to build, train, and lead our Technical Account Management (TAM) practice and own post-launch technical excellence for our premier Storefront Pro (SFP) product.
Storefront Pro is the market leader in e-commerce solutions for grocery, combining Instacart's enormous scaling abilities with best-in-class customer experiences, while bridging online and in-store commerce.
Over the past two years, SFP has grown explosively, launching triple digits of retailers ranging from local independent favorites to midsize players to multinational giants — totalling billions in revenue. You will own post-launch technical health and excellence across the entire SFP space, founding and scaling a tiered TAM organization to match the size and complexity of that portfolio.
About the Job
- Hire, train, and develop the Technical Account Management team from the ground up, growing it through coaching and mentorship into a world-class practice
- Define, develop, and refine the approach to platform health for SFP; identify and monitor key metrics and establish measurement as a foundational team practice
- Design and operate the team's operating model — portfolio assignment, tiering by account size and complexity, coverage, and escalation paths — and evolve it as the portfolio scales
- Develop and operate systems of intake and prioritization spanning external and internal stakeholders, balancing competing priorities across resource management, product roadmap, and business commitments
- Serve as a senior escalation point for critical issues, communicating with retailer stakeholders at all levels — including C-suite — across a range of platform matters
- Negotiate scope and responsibility boundaries with partners and internally, holding a principled line on what the TAM function owns versus Customer Success, Project Management, Technical Support, Solution Architecture, and Engineering
- Initiate and operate internal cross-functional initiatives that drive continuous technical improvement in SFP's deployments and operation, and synthesize systemic patterns into product and engineering roadmap influence
About You
Minimum Qualifications
- 10+ years of experience in technical account management, solutions engineering/architecture, technical consulting, or engineering, ideally in SaaS or platform environments
- 5+ years leading, hiring, and maturing engineering and/or engineering-adjacent teams; experience building or significantly scaling a team is strongly preferred