[Hiring] Director of Customer Success @Instacart

Role Description

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

• Lead the Customer Success organization for the Enterprise Solutions portfolio — owning value realization, outcomes end to end.
• Partner closely with Business Development, who owns NRR, GRR, and expansion, by providing account health, risk signal, and expansion readiness.
• Build and develop a senior consultative CS bench by hiring, sponsoring, and ramping Customer Success Managers who engage with retailer executives on ecommerce strategy, merchandising, and operations.
• Manage senior managers leading segments, setting standards for QBR quality, growth planning, executive engagement, and renewal execution.
• Operate in a BD-led commercial environment as a true commercial peer to BD.
• Partner with the Director of Enterprise Architecture & Engineering on shared-account coordination.
• Define and enforce the CSM/TAM boundary based on segmentation.
• Own the consultative transformation roadmap — talent strategy, comp structure, operating cadence, and tooling shifts.
• Partner with the Director of Retailer Delivery on the implementation-to-success motion as a managed lifecycle.
• Operationalize the retailer segmented model in CS — applying high-touch coverage and scaled/digital-first models.
• 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 adoption velocity, time-to-value, health score, at-risk portfolio, CSAT, QBR quality.
• Track record of managing managers with demonstrated ability to set standards and develop senior leaders without micromanagement.
• Ownership of a CS book of business or post-sale P&L of meaningful scale (e.g., $1000M+ 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 segmented CS coverage models.
• Hands-on experience hiring senior CS talent.
• Strong background in end-to-end post-sales service delivery ecosystem.

Requirements

• Experience transforming a CS function from reactive enablement into proactive business advisory.
• Track record of building or scaling seasoned strategist roles inside a CS org.
• Experience operating with a separate technical 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 under the Flex First policy.
• Eligibility for a new hire equity grant as well as annual refresh grants.
• Base pay range for Canadian candidates: $230,000 — $242,500 CAD.