Skill Compatibility Diagnostics
Live technical match evaluated against role architecture & expected skills.
You have foundational skills, but may need to brush up on a few key required domains before the technical loop.
Your skills are processed strictly in-memory and never saved to a database.
About the Role
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. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.
Instacart is a Flex First team
There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events.
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.
In this highly visible role, you will lead senior managers and Customer Success Managers who serve as the strategic advisor of Instacart to retailer executives. You'll own retailer value realization, measured through adoption velocity, time-to-value, health score coverage, at-risk portfolio management, CSAT, and QBR quality across the portfolio. You'll partner closely with Business Development, who owns NRR, GRR, and expansion, by providing account health, risk signal, and expansion readiness. You'll also partner with Enterprise Solutions Delivery, Technology leadership, and Product on portfolio strategy, retailer signal, and roadmap adoption.
This is a roll-up-your-sleeves leadership opportunity for someone who has personally led the transformation of CS from reactive enablement toward proactive business advisory, can hire and develop senior consultative talent, and thrives in a fast-paced, BD-led commercial environment with shared standards rather than rigid process. The role reports to the Senior Director, Enterprise Solutions, and is remote across the United States and Canada with a preference for proximity to Toronto for key cross-functional collaboration.
Key Technical Responsibilities
- check_circle 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.
- check_circle 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.
- check_circle Manage senior managers leading segments, setting standards for what good looks like across the CSMs — including QBR quality, growth planning, executive engagement, and renewal execution.
- check_circle 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.
- check_circle 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.
- check_circle Define and enforce the CSM/TAM boundary based on segmentation, ensuring CSM capacity stays focused on strategic advisory, not technical execution.
- check_circle Own the consultative transformation roadmap — talent strategy, comp structure, operating cadence, and tooling shifts required to evolve CS into a strategic business advisory function.
- check_circle Partner with the Director of Retailer Delivery on the implementation-to-success motion as a managed lifecycle ensuring CS is engaged early and transitions cleanly.
- check_circle Operationalize the retailer segmented model in CS — applying high-touch coverage and scaled/digital-first models with clear exception protocols.
- check_circle Build a structured retailer-signal feedback loop into Product using CS engagements to surface durable patterns and hold CS accountable for adoption outcomes.
- check_circle Apply AI augmentation to scale CS coverage and quality without linear headcount growth, partnering with the Technical org on tooling roadmap.
- check_circle Represent the post-sale narrative for the portfolio to senior leadership and serve as the Director-level escalation point for retailer relationships.
Prerequisites & Qualifications
- check 8+ years of enterprise customer success, account management, or post-sale leadership at a B2B SaaS or enterprise technology company.
- check Direct, accountable leadership of a customer success organization responsible for adoption velocity, time-to-value, health score, at-risk portfolio, CSAT, QBR quality, and supporting BD with GRR, NRR, and expansion.
- check Track record of managing managers with demonstrated ability to set standards and develop senior leaders without micromanagement.
- check Ownership of a CS book of business or post-sale P&L of meaningful scale with documented outcomes on Adoption, NRR, GRR, or expansion.
- check Proven success operating in a BD- or Sales-led commercial environment with a clear instinct for where the CS lane begins and ends.
- check Demonstrated executive presence with enterprise customer counterparts (VP / SVP / C-level), including ability to navigate escalations and rebuild trust.
- check Experience designing and operating segmented CS coverage models including capacity planning and exception handling.
- check Hands-on experience hiring senior CS talent with a clear point of view on profile, comp, and ramp.
- check Strong background operating in an end-to-end post-sales service delivery ecosystem with strong CS interaction with Business Development, Delivery, Technical, and Product teams.
About Instacart Greenhouse Board
Verified hiring organization details.
Instacart Greenhouse Board is a remote hiring entity operating within the United States technology and software sector, associated with Instacart's broader recruitment and organizational infrastructure. Instacart is a leading grocery technology company in North America, operating an online grocery shopping and delivery service that connects customers with retailers. The engineering and technology teams at Instacart build and maintain complex distributed systems, logistics platforms, machine learning models for recommendations and search, and scalable web and mobile applications.