Enterprise Customer Success Manager – UK & Northern Europe Markets

• Serve as the primary point of contact and trusted advisor for executive, operational, and technical stakeholders.

• Facilitate regular executive touchpoints, leading Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and Monthly/Quarterly Steering Committees (Steer Cos) with VPs and C-Level leaders to align on strategy and business outcomes.

• Oversee regular alignment meetings to monitor short-term action plans, track deliverables, and manage engagement across regional and leadership teams.

• Translate technical capabilities and operational data into compelling executive stories that demonstrate clear business value and ROI.

• Develop and execute long-term, multi-threaded account strategies and Success Plans aligned with each customer's digital maturity and business objectives.

• Assess client digital maturity to build tailored operational roadmaps that drive e-commerce performance using Instaleap’s capabilities.

• Drive organizational change management to help client HQ and leadership teams adopt digital transformation initiatives.

• Identify process optimizations, conversion improvements, and last-mile/fulfillment performance gains.

• Uncover account expansion opportunities by introducing new workflows, best practices, and additional Instaleap solutions.

• Partner closely with the Sales/Account Executive team on upsell and cross-sell initiatives.

• Lead business value conversations during commercial discussions.

• Represent Instaleap at key industry commercial events (e.g., Shop Talk, NRF Retail's Big Show Europe, Euro Shop, eCommerce Expos).

(In collaboration with the Customer Operations Analyst supporting the account)

• Analyze key performance metrics (e.g., order fulfillment rate, delivery time, OTIF, conversion rates) alongside the Customer Operations Analyst to extract actionable insights and assign client-side ownership.

• Oversee the implementation of customized dashboards and reports to track success indicators across various stores, regions, and time frames.

• Conduct root-cause analysis when performance deviates from targets and execute cross-functional correction plans.

(In collaboration with the Customer Operations Analyst supporting the account)

• Direct structured onboarding programs, training sessions, and knowledge transfers for client HQ and operational teams, supported by the Customer Operations Analyst.

• Ensure the ongoing maintenance of client-specific documentation, playbooks, and operational best practices.

• Act as the internal voice of the customer, escalating client priorities and feeding real-world operational insights into Instaleap's Product, Technical, and Support roadmaps.

• Track early risk indicators (e.g., declining platform usage, delayed rollouts, missed KPIs) and build proactive mitigation plans.

• Lead cross-functional resolution efforts during escalations to protect account health.

• 6+ years of experience in Enterprise Customer Success, Strategic Account Management, Enterprise SaaS, or Top-Tier Management Consulting.

• Proven track record managing Large Enterprise / Strategic Accounts ($1M+ ARR / complex retail accounts) with C-suite and VP stakeholder mapping.

• Strong commercial awareness and demonstrated capability to identify account growth/expansion opportunities.

• Experience leading executive presentations and high-stakes business reviews.

• Cross-functional collaboration experience with Product, Engineering, Sales, and Support teams.

• English:
  Professional / Native Proficiency (Required).

• Spanish OR Portuguese:
  Professional Proficiency (Highly Preferred).

• Direct domain experience in Grocery, Retail, E-commerce, Last-Mile, or Logistics.

• Prior experience managing European/UK enterprise customers.

• Familiarity with enterprise CRM/Ecommerce systems (Salesforce, Hub Spot).

• Customer Success & Value Realization

• Strategic Account Management & Multi-threading

• Consultative Selling & Commercial Mindset

• Executive Presence & Storytelling

• Change Management & Conflict Resolution

• Data Analysis & Risk Mitigation

• Language Requirements:
  English Professional / Native Proficiency (Required).

• Preferred (Nice to Have):

  • Spanish OR Portuguese:
    Professional Proficiency…