Account Manager II

About the role

This position focuses on cultivating and strengthening relationships with key clients. You will be responsible for ensuring client success and driving growth through strategic account management. Your work will directly contribute to the expansion of our client partnerships. You will act as a trusted advisor, guiding clients through solutions that align with their business objectives. Success in this role is measured by the health and growth of the accounts you steward. You will identify and advocate for internal resources that support client goals. This role requires a proactive mindset to anticipate client needs before they are explicitly stated. Your contributions will be integral to maintaining high levels of client loyalty and retention.

Key facts

What you'll do

• Manage a portfolio of client accounts, acting as their primary point of contact.
• Develop and execute strategies to enhance client satisfaction and retention.
• Identify opportunities for account expansion and revenue growth.
• Collaborate with internal teams to deliver exceptional client experiences.
• Analyze client usage data to uncover trends and areas for improvement.
• Present regular performance reports and insights to key stakeholders.
• Facilitate cross-functional communication to resolve client issues efficiently.
• Monitor competitor activity and adjust account strategies accordingly.
• Guide clients through the adoption of new features and platform updates.
• Partner with sales teams to identify upsell and cross-sell opportunities.
• Document client interactions and feedback to inform product development.
• Lead quarterly business reviews to assess progress and set future goals.
• Serve as the main escalation contact for complex client inquiries.

Requirements

• Minimum of 2 years of experience in account management or a similar client-facing role.
• Bachelor's degree in Business, Marketing, or a related field, or equivalent practical experience.
• Proven ability to build and maintain strong client relationships.
• Excellent communication and presentation skills.
• Demonstrated experience managing multiple priorities in a fast-paced environment.
• Strong analytical skills to interpret data and derive actionable insights.
• Self-motivated with the discipline to manage a remote workload effectively.
• Willingness to travel domestically for client meetings or company events when necessary.

Nice to have

• Experience working with enterprise-level clients in the e-commerce or retail technology sectors.
• Familiarity with Instacart's product offerings and the broader grocery industry.

Practical notes

• Visa sponsorship is not available for this role.
• This is a remote position within the United States.

This Account Manager II opportunity places you at the heart of client relationships, where your strategic thinking and execution will determine the success of key partnerships. You will own the end-to-end client journey, from initial onboarding through long-term retention and expansion. Your role involves managing a portfolio of accounts, ensuring that each client achieves their desired outcomes while seeing the full value of their partnership with Instacart. You will be the trusted point of contact who understands the client's business deeply and acts in their best interest. This requires a balance of empathy, business acumen, and technical knowledge to navigate complex stakeholder environments. You will translate client needs into actionable plans that drive measurable results.

A significant part of your responsibility will be to identify growth levers within existing accounts. This means analyzing usage patterns, understanding evolving business challenges, and proposing solutions that align with Instacart's capabilities. You will work closely with internal stakeholders, including product and support teams, to ensure client issues are resolved quickly and effectively. Your communication skills will be tested as you present complex information in a clear and compelling manner to diverse audiences. You must be comfortable leading conversations with senior executives who are focused on ROI and strategic alignment. The ability to create and manage detailed project plans will be essential to keep initiatives on track.

Because this is a remote role within the United States, you must be disciplined in your time management and communication practices. You will need to proactively schedule interactions, maintain visibility with clients, and ensure that expectations are consistently met. Documentation is a critical part of the role, as your insights will be used to inform both client strategies and internal decision-making. You will be expected to adhere to company policies regarding confidentiality and data security in all client interactions. The role requires a commitment to maintaining the highest standards of professionalism, even when working independently.

Travel requirements are limited to domestic trips, which may be necessary for certain client engagements or company functions. You should be prepared to manage your schedule to accommodate these in-person requirements. Visa sponsorship is not an option for this position, so candidates must already be authorized to work in the United States. The successful candidate will thrive in an environment that values ownership, collaboration, and data-driven decision-making. This role is not just about managing accounts but about building a foundation for long-term career growth within the organization. If you are passionate about client success and enjoy solving complex business problems, this position offers the opportunity to make a significant impact.