As a Customer Success Manager at Instant, you’ll partner closely with high growth eCommerce brands to help them unlock revenue, increase retention, and maximise the value of our platform. You’ll act as a strategic advisor across the full post sale journey, working hand in hand with Product, Engineering, and Sales to turn customer adoption into measurable commercial outcomes. This is a high impact role for someone who is customer obsessed, commercially minded, and excited to drive growth through long term partnerships.

Why Instant:

Instant is the world’s first AI-powered marketing manager built for ecommerce. Today, we’re quickly becoming the most important piece of technology to help the fastest growing brands on the planet to significantly scale their revenue - on autopilot. We're reinventing how brands bring their lost shoppers back to purchase through AI-powered email and SMS retention marketing. Our ambition is to be just as important and essential as Meta when it comes to helping an ecommerce brand scale.

This is a rare chance to help build a generational company at a true inflection point. Today, we service over 1,000+ of the worlds fastest growing brands like ThirdLove, David Protein, July Luggage and Meshki, with Instant’s products generating over 30% of our customers annualised revenue. We have strong product-market fit, adding more than $1M in ARR every month, 100M’s of shoppers interacting with Instant everyday, and the backing of world-class investors with over $35M raised from Blackbird, Hummingbird and Hubspot.

We’re scaling fast. The work is ambitious, the talent bar is high, and the opportunity for growth - personal, professional, and financial - is unmatched. Instant would be the fastest moving company you’d ever be apart of in your career. So, if you consider yourself ambitious, we invite you to join us!

What we're looking for:

• Experience in Customer Success, Account Management, or a similar customer-facing role
• Strong analytical and problem-solving skills, with the ability to leverage data to drive customer decisions
• Proven ability to drive product adoption and revenue expansion
• Excellent communication and relationship-building skills
• Thrives in a fast-paced, high-growth environment
• Passionate about customer success and maximizing customer value
• Bonus: Experience selling Al or retention marketing tools.

What you'll do:

• Own the onboarding process - getting customers live quickly and efficiently
• Ensure a seamless handover from Sales, setting clear expectations for both customers and internal teams
• Build consultative relationships with customers, ensuring they continuously see value in Instant
• Conduct regular check-ins and strategic business reviews, using data to highlight wins and opportunities
• Bring best practices and digital marketing guidance to customers to drive higher ROI
• Identify opportunities for additional product adoption and drive account growth
• Educate customers on new features, ensuring they maximize the full potential of Instant
• Use data-backed storytelling to drive pricing and expansion conversations
• Partner with Sales to support upsell and cross-sell initiatives, reinforcing the measurable impact of Instant
• Maintain impeccable CRM hygiene, ensuring customer health and engagement are always up-to-date
• Be the voice of the customer - analyze pain points, showcase success stories, and use data to drive decision-making across the business

The comp range for this role is $110,000-$125,000 USD + OTE. We offer a comprehensive benefits package including employee equity, competitive compensation, generous PTO, Medical, Vision, Dental coverage, $1K annual wellness stipend and daily team lunch. This role is hybrid, based in our New York office on W 21ST, 3 days per week (Tuesday, Wednesday, Thursday).