Description
At Instacart, we're transforming the grocery industry by delivering an essential service that customers rely on to get their groceries and household goods. We're seeking a Director of Customer Success to lead the Customer Success organization, accountable for post-live value realization across the enterprise software portfolio.
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. As a Director of Customer Success, you will lead senior managers and Customer Success Managers who serve as the strategic advisor of Instacart to retailer executives.
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.
- 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 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Represent the post-sale narrative for the portfolio to senior leadership , integrating retention, growth, churn risk, executive-account temperature, and pipeline outlook.
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.
Preferred Qualifications
- 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.