[Hiring] Director of Customer Success @Instacart

Role Description

Instacart's Enterprise Solutions team partners with North America's largest grocery and retail chains to power their digital commerce through StorefrontPro, the Enterprise API (Fulfillment and Ads), CarrotAds, and adjacent software products. We're seeking a Director, Customer Success to lead the commercial Retailer Success organization — accountable for post-live growth, retention, and expansion across the enterprise software portfolio.

• Lead the Retailer Success organization for the enterprise software portfolio — owning commercial CS outcomes end to end, including NRR, GRR, expansion GTV, adoption velocity, CSAT, and renewal performance.
• Build and develop a senior consultative CS bench by hiring, sponsoring, and ramping L7 Principal Growth Strategists who engage retailer executives on ecommerce strategy, merchandising, and operations.
• Manage senior managers leading AGM (Account Growth Manager) pods, setting standards for what good looks like across the L7, AGM, and account team layers.
• Operate in a BD-led commercial environment as a true commercial peer to BD — preserving BD's ownership of the primary commercial relationship while owning post-sale accountability.
• Partner with the Director of Enterprise Architecture & Engineering on shared-account coordination.
• Define and enforce the L7 boundary: L7s as routers and strategists, not resolvers.
• Own the consultative transformation roadmap — talent strategy, comp structure, operating cadence, and tooling shifts required to evolve CS.
• Partner with the Director of Retailer Delivery on the implementation-to-success motion as a managed lifecycle.
• Operationalize the tier model in CS — applying high-touch coverage for Tier A/B and scaled/digital-first models for Tier C/D.
• Build a structured retailer-signal feedback loop into Product.
• Apply AI augmentation to scale CS coverage and quality without linear headcount growth.
• Represent the post-sale narrative for the portfolio to senior leadership.

Qualifications

• 8+ years of enterprise customer success, account management, or post-sale leadership at a B2B SaaS or enterprise technology company.
• Direct, accountable leadership of a customer success organization responsible for post-live growth, NRR, and expansion.
• Track record of managing managers (M2/Senior Manager layer).
• Ownership of a CS book or post-sale P&L of meaningful scale (e.g., $50M+ ARR).
• Proven success operating in a BD- or Sales-led commercial environment.
• Demonstrated executive presence with enterprise customer counterparts (VP / SVP / C-level).
• Experience designing and operating tiered CS coverage models.
• Hands-on experience hiring senior consultative talent.
• Strong working knowledge of the implementation-to-success seam.

Preferred Qualifications

• Experience transforming a CS function from reactive enablement into proactive business advisory.
• Track record of building or scaling Principal-level / strategist roles inside a CS org.
• Experience operating with a separate technical CS / PSM / TAM function on shared enterprise accounts.
• Background applying AI to CS workflows.
• Familiarity with the BD/CS interface in commercially complex enterprise sales motions.
• Deep familiarity with enterprise retail, grocery, ecommerce platforms, retail media, or adjacent complex B2B domains.
• Experience instrumenting retailer signal into structured product feedback.

Benefits

• Highly market-competitive compensation and benefits.
• Remote work flexibility.
• New hire equity grant as well as annual refresh grants.