Director of Customer Success

Instacart is transforming the grocery industry by providing grocery delivery and household goods, while offering flexible earnings opportunities to personal shoppers. The company is a Flex First team, allowing employees to choose where they work—from home, an office, or elsewhere—while staying connected through regular in-person events.

Instacart's Enterprise Solutions team partners with global grocery and retail chains to power their digital commerce through products like StorefrontPro, Enterprise API, CarrotAds, and adjacent solutions. The Director of Customer Success will lead the Customer Success organization, accountable for post-live value realization across the enterprise software portfolio. This role involves leading senior managers and Customer Success Managers who serve as strategic advisors to retailer executives, owning value realization measured through adoption velocity, time-to-value, health score coverage, at-risk portfolio management, CSAT, and QBR quality. The Director will partner with Business Development (which owns NRR, GRR, and expansion) by providing account health, risk signal, and expansion readiness, and with Enterprise Solutions Delivery, Technology leadership, and Product on portfolio strategy and roadmap adoption.

• Lead the Customer Success organization for the Enterprise Solutions portfolio, owning value realization and outcomes end to end.
• 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 commercial peer, preserving BD's ownership of the primary commercial relationship while 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 (CS + Technical Account Managers) functions as one team.
• Define and enforce the CSM/TAM boundary based on segmentation, keeping CSM capacity focused on strategic advisory.
• Own the consultative transformation roadmap—talent strategy, comp structure, operating cadence, and tooling shifts—to evolve CS from feature-enablement to strategic business advisory.
• 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, using CS engagements to surface durable patterns and instrument adoption of roadmap items.
• 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 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 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.
• Demonstrated executive presence with enterprise customer counterparts (VP/SVP/C-level), including delivering hard news, navigating escalations, and rebuilding trust.
• Experience designing and operating segmented CS coverage models (high-touch for strategic accounts, scaled/digital for the long tail).
• Hands-on experience hiring senior CS talent.
• Strong background in an end-to-end post-sales service delivery ecosystem with strong CS interaction with Business Development/Sales, Delivery, Technical, and Product teams.

• 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—health monitoring, account preparation, QBR generation, signal triage—with measurable impact.
• 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:

• 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

To apply, please use the provided application link.