Instacart

Director of Customer Success

United States - Remote · Director

Sponsorship not specified$230k-$243kDetected 1 day ago

RESTSalesAccount ManagementBusiness DevelopmentRecruitingCustomer SuccessCadenceLeadershipMicrosoft Office

About the role

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.
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.
Define and enforce the L7 boundary: L7s as routers and strategists, not resolvers - ensuring AGMs and PSMs absorb operational and technical execution so L7 capacity remains focused on retailer-executive engagement and growth strategy.

Instacart has become a lifeline for millions of people, and we're building the team to help push our shopping cart forward.
Instacart's Enterprise Solutions team partners 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're 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.
In this highly visible role, you will lead 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.
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 a structured retailer-signal feedback loop into Product - using CS engagements to surface durable patterns (not anecdotes), instrument adoption of roadmap items, and hold CS accountable for adoption outcomes.

8+ years of enterprise customer success, account management, or post-sale leadership at a B2B SaaS or enterprise technology company.
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.
Strong working knowledge of the implementation-to-success seam - how delivery and CS hand off (or, ideally, run in parallel) on the same accounts, and what breaks when they don't.

Experience transforming a CS function from reactive enablement into proactive business advisory, including the talent, comp, operating-model, and tooling changes required (not a renaming exercise).
Experience operating with a separate technical CS / PSM / TAM function on shared enterprise accounts - including co-authoring cross-org protocols and managing escalations across an org boundary.
Familiarity with the BD/CS interface in commercially complex enterprise sales motions, including renewals, multi-product expansion, and shared-account operating norms.
Deep familiarity with enterprise retail, grocery, ecommerce platforms, retail media, or adjacent complex B2B domains - including how large retailers evaluate, adopt, and scale technology solutions.
Experience instrumenting retailer signal into structured product feedback (not anecdotal) and partnering with Product leaders on adoption accountability.
Offers may vary based on many factors, such as candidate experience and skills required for the role.
For US based candidates, the base pay ranges for a successful candidate are listed below.
All other states

Instacart provides highly market-competitive compensation and benefits in each location where our employees work.

Operationalize the tier model in CS - applying high-touch (L7 + AGM + PSM) coverage for Tier A/B and scaled/digital-first models for Tier C/D, with clear exception protocols and capacity guardrails.
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.
Learn more about our flexible approach to where we work.

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.
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.

This listing is sourced directly from Instacart's careers page and normalized into a canonical job model.