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Director of Customer Success

Instacart· Professional Services
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Hybrid (United States/Canada)$192k - $243kfull-timePosted 5mo ago

About the role

Director-level leadership role responsible for post-live value realization across Instacart’s Enterprise Solutions portfolio, leading senior CS leaders to drive adoption velocity, time-to-value, health metrics, and retention while partnering with BD, Delivery, Engineering, and Product in a BD-led commercial environment.

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 CS 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 CSMs — 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 + TAMs) 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 — CSMs lead retailer-executive engagement, value realization, and growth planning, while TAMs handle 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 (not a document handoff) — ensuring CS is engaged early 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 — surface durable patterns, 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.
  • Represent the post-sale narrative for the portfolio to senior leadership — integrating retention, growth, churn risk, executive-account temperature, and pipeline outlook; serve as the Director-level escalation point for retailer relationships when CS-led engagement is insufficient.

Qualifications

  • 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.

Skills

Required:Executive stakeholder managementStrategic CS leadershipCS segmentation and capacity planningBD/CS collaboration
Nice to have:AI in CS workflows
Last updated Oct 8, 2026. Interested? Apply on the company site.
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About Instacart

Marketplace for grocery delivery and pickup

Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Instacart’s same-day delivery and pickup services bring fresh groceries and everyday essentials to busy people and families across the U.S. and Canada in as fast as an hour. Since its founding in 2012, Instacart has become an essential service for millions of families, while also serving as an immediate, flexible earnings opportunity for hundreds of thousands of shoppers across North America. The company partners with more than 350 retailers and delivers from more than 25,000 stores across more than 5,500 cities in North America. Today, Instacart is accessible to more than 85% of households in the U.S. and more than 70% of households in Canada.

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