Senior Manager of Technical Account Management

Who you are

• 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
• 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

What the job involves

• 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
• 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