Customer Success Manager

As a Customer Success Manager at Instant, you’ll own the full post-sale customer lifecycle - from onboarding and activation through to retention and revenue expansion. You’ll get high-growth eCommerce brands live fast, drive deep product adoption, and turn customer relationships into measurable revenue impact.

Working closely with Product, Engineering, and Sales, you’ll remove blockers, optimise implementations, and continuously unlock more value for your customers. This is a hands-on, revenue-driving role for someone who thrives in fast-paced environments and knows how to turn customer challenges into commercial outcomes.

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:

3+ years in Customer Success, Account Management, or a similar customer-facing role

Experience working with or selling to online retail/eCommerce brands

Proven ability to drive product adoption, retention, and revenue expansion

Strong analytical and problem-solving skills, with a data-driven mindset

Excellent communication and relationship-building skills across operators to founders

High ownership, autonomy, and ability to execute in a fast-paced environment

Hungry, ambitious, and motivated to overachieve in a performance-driven team

Bonus: Experience with retention marketing, email/SMS, or AI-driven tools

What you’ll do:

Own the full customer lifecycle - onboarding, activation, retention, and expansion

Onboard new customers and get them live fast, ensuring immediate value from Instant

Educate and guide customers on using Instant, including setting up and optimising email marketing flows

Drive urgency during trial periods to ensure deep product adoption

Build strong, multi-threaded relationships across marketers, operators, founders, and agencies

Continuously demonstrate ROI in a way that aligns with each brand’s definition of success

Run proactive check-ins, strategic reviews, and product updates with customers

Identify churn risks early and take decisive action to retain customers

Map and execute strategies to deepen product adoption across your customer base

Proactively identify and drive upsell and cross-sell opportunities

Use data-backed storytelling to support pricing and expansion conversations

Partner with Sales to unlock expansion revenue across new and existing customers

Recruit customers for case studies, testimonials, and brand advocacy opportunities

Maintain impeccable CRM hygiene, with accurate tracking of customer health and engagement

Act as the voice of the customer, surfacing insights and influencing product and business decisions

What success looks like:

Customers are activated in days, not months

High retention and strong customer satisfaction (CSAT, NPS)

Consistent revenue expansion across your book of business

Customers clearly understand and see the ROI of Instant

Deep customer relationships and a strong customer-first culture 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).