# Director of Customer Success **Company**: Instacart **Location**: United States - Remote **Work arrangement**: remote **Experience**: executive **Job type**: full-time **Salary**: $192,000-$243,000 **Category**: Customer Service **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/instacart/jobs/7871823?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_995f2ac9-2c2 ## Description We're transforming the grocery industry At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. ## Overview 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. ## Responsibilities - Lead the Customer Success organization for the Enterprise Solutions portfolio , owning value realization, outcomes end to end, and partner closely with BD, 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 and who can credibly influence retailer P&L outcomes and roadmap adoption. - Manage senior managers leading segments, setting standards for what good looks like across the CSM’s , including QBR quality, growth planning, executive engagement, and renewal execution. - 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 and surfacing churn, expansion, and escalation signal early and clearly. - Partner with the Director of Enterprise Architecture & Engineering on shared-account coordination , ensuring the cross-org account team ( CS + Technical Account Managers (TAM’s) ) functions as one team to the retailer despite the functional ownership, with co-authored protocols and clean escalation paths. - Define and enforce the CSM/TAM boundary based on segmentation , CSM’s lead retailer-executive engagement, value realization, and growth planning, while TAM’s own technical delivery, configuration, and issue resolution, so that CSM capacity stays focused on strategic advisory, not technical execution. - Own the consultative transformation roadmap , talent strategy, comp structure, operating cadence, and tooling shifts required to evolve CS from a feature-enablement function into a strategic business advisory function. - Partner with the Director of Retailer Delivery on the implementation-to-success motion as a managed lifecycle (not a document handoff) , ensuring CS is engaged early, named handoff criteria are met, and accounts transition cleanly into early-lifecycle growth ownership. - Operationalize the retailer segmented model in CS , applying high-touch coverage and scaled/digital-first models, with clear exception protocols and capacity guardrails. - Build a structured retailer-signal feedback loop into Product , using CS engagements to surface durable patterns (not anecdotes), instrument adoption of roadmap items, and hold CS accountable for adoption outcomes. - Apply AI augmentation to scale CS coverage and quality without linear headcount growth , including health monitoring, account-prep automation, QBR/insight generation, and signal triage , partnering with the Technical org on tooling roadmap and adoption. - Represent the post-sale narrative for the portfolio to senior leadership , integrating retention, growth, churn risk, executive-account temperature, and pipeline outlook , and serve as the Director-level escalation point for retailer relationships when CSM-led engagement is insufficient. ## Requirements - 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 and support BD with GRR, NRR, and expansion. - 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) with documented outcomes on Adoption, NRR, GRR, or expansion. - Proven success operating in a BD- or Sales-led commercial environment , clear instinct for where the CS lane begins and ends, comfort with shared standards rather than rigid RACI/process. - Demonstrated executive presence with enterprise customer counterparts (VP / SVP / C-level), including the ability to deliver hard news, navigate escalations, and rebuild trust after issues. - Experience designing and operating segmented CS coverage models (high-touch for strategic accounts, scaled/digital for the long tail), including capacity planning and exception handling. - Hands-on experience hiring senior CS talent , with a clear point of view on profile, comp, and ramp. - Strong background having operated in an end to end post sales service delivery ecosystem with strong CS interaction with Business Development/Sales, Delivery, Technical and Product teams. ## Benefits - Highly market-competitive compensation and benefits - Base pay range: $192,000-$243,000 depending on location - Eligible for new hire equity grant and annual refresh grants ## Skills ### Required - customer success - account management - post-sale leadership - B2B SaaS - enterprise technology ### Nice to have - transforming a CS function - proactive business advisory - AI augmentation - retailer signal feedback loop --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/instacart/jobs/7871823?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)