Senior Manager, Technical Account Management

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

• Outstanding communication and presentation skills, including experience liaising with VP-level and C-suite stakeholders on high-priority issues

• Ability to define and drive large-scale transformation programs across a cross-functional landscape with measurable impact

• Engineering depth at scale and speed: ability to analyze and diagnose complex platform integrations — REST APIs, authentication, ETL, message queues, async patterns, error handling and recovery — and drive improvements

• Proven ability to balance proactive and reactive approaches to technical health, delivering on urgent needs without compromising long-term maintainability

• Ability to thrive in a highly collaborative landscape, coordinating across many internal partners (project management, customer success, product management, engineering, solution architecture) to consistently deliver successful outcomes

Preferred Qualifications

• Experience founding or bootstrapping a TAM, professional services, or post-launch technical delivery function

• Deep domain expertise in at least one area of enterprise architecture: loyalty, identity, payments, point of sale, or catalog

• Understanding of the grocery retail or e-commerce ecosystem, including in-store operations and last-mile fulfillment

• Experience within a platform company's partner/integration ecosystem; familiarity with multi-tenancy, CI/CD, and cloud architectures; exposure to gRPC/protobuf in addition to REST

#LI-Remote Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

For Canadian based candidates, the base pay ranges for a successful candidate are listed below.

• CAN
• $162,000—$171,000 CAD