Senior Manager, Technical Account Management (Enterprise)

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 scaling abilities with best-in-class customer experiences, bridging online and in-store commerce.

• Hire, train, and develop the Technical Account Management team from the ground up.
• Define and refine the approach to platform health for SFP, identifying and monitoring key metrics.
• Design and operate the team's operating model — portfolio assignment, tiering, coverage, and escalation paths.
• Develop systems of intake and prioritization across external and internal stakeholders.
• Serve as a senior escalation point for critical issues, communicating with retailer stakeholders including C-suite.
• Negotiate scope and responsibility boundaries with partners and internally.
• Initiate cross-functional initiatives for continuous technical improvement.

Minimum: 10+ years in technical account management, solutions engineering/architecture, technical consulting, or engineering; 5+ years leading and maturing engineering teams; outstanding communication; ability to drive large-scale transformation; engineering depth with REST APIs, authentication, ETL, message queues, async patterns, error handling; ability to balance proactive and reactive approaches.

Preferred: Experience founding or bootstrapping a TAM function; deep domain expertise in enterprise architecture (loyalty, identity, payments, point of sale, catalog); understanding of grocery retail or e-commerce; experience with multi-tenancy, CI/CD, cloud architectures, gRPC/protobuf.

Base pay range for Canadian candidates: CAN$162,000—$171,000 CAD. Eligible for new hire equity grant and annual refresh grants.