Director of Customer Success

Instacart is transforming the grocery industry by providing grocery delivery and household goods, offering flexible earnings opportunities to Personal Shoppers, and partnering 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 are 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. This role leads a team of senior managers, Account Growth Managers (AGMs), and L7 Principal Growth Strategists who serve as the strategic and commercial face of Instacart to retailer executives. The role reports to the Senior Director, Enterprise Delivery and Growth, and is remote across the United States and Canada with a preference for proximity to Toronto for key cross-functional collaboration.

• 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 QBR quality, growth planning, executive engagement, and renewal execution.
• Operate in a BD-led commercial environment as a commercial peer to BD, owning post-sale accountability and surfacing churn, expansion, and escalation signal early.
• Partner with the Director of Enterprise Architecture & Engineering on shared-account coordination, ensuring the cross-org account team functions as one team to the retailer.
• Define and enforce the L7 boundary: L7s as routers and strategists, not resolvers.
• Own the consultative transformation roadmap, including 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 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, instrumenting adoption of roadmap items.
• Apply AI augmentation to scale CS coverage and quality, including health monitoring, account-prep automation, QBR/insight generation, and signal triage.
• Represent the post-sale narrative for the portfolio to senior leadership and serve as the Director-level escalation point for retailer relationships.

• 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) with documented outcomes on NRR, GRR, or expansion.
• 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.

• 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.

Instacart provides highly market-competitive compensation and benefits. This role is remote and the base pay range depends on permanent work location. The role is eligible for a new hire equity grant as well as annual refresh grants. For US-based candidates, the base pay ranges are listed below.

• CA, NY, CT, NJ: $230,000—$243,000 USD
• WA: $221,000—$233,000 USD
• OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $212,000—$223,500 USD
• All other states: $192,000—$202,500 USD

Please review our Flex First remote work policy and benefits offerings.