Director of Customer Success
About the role
Lead the Customer Success organization for Instacart's Enterprise Solutions portfolio, driving post-live value realization across retailer enterprise accounts, partnering with BD, Delivery, Technology, and Product to optimize adoption, renewal, expansion, and overall portfolio health. Remote role with preference for proximity to Toronto; Canada remote (ON, AB, BC, or NS).
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 Customer Success Managers who engage with retailer executives on ecommerce strategy, merchandising, and operations and who can credibly influence retailer P&L outcomes and roadmap adoption.
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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