Director of Customer Success

Role Overview

Join Instacart’s Enterprise Solutions team as Director of Customer Success. You will lead the Retailer Success organization, driving post-live growth, retention, and expansion across Instacart’s enterprise software portfolio.

Key Missions

• Lead the Retailer Success organization for the enterprise software portfolio.
• Own customer success outcomes end-to-end, including:
  • Net Revenue Retention (NRR), Gross Revenue Retention (GRR)
  • Expansion GTV
  • Adoption velocity
  • Customer satisfaction
• Build and develop a senior consultative customer success bench by hiring, sponsoring, and ramping Principal-level Growth Strategists who engage retailer executives on ecommerce strategy, merchandising, and operations.
• Partner closely with:
  • Business Development on commercial leadership and portfolio-level strategy
  • Product on retailer signal and roadmap adoption

Responsibilities

• Lead and manage a team of senior managers and Account Growth Managers.
• Deliver accountable commercial leadership by setting standards and developing senior leaders.
• Design and operate tiered CS coverage models (high-touch for strategic accounts; scaled/digital for the long tail), including capacity planning and exception handling.
• Evolve the CS function from reactive enablement into proactive business advisory (talent, comp, operating model, and tooling changes).
• Apply and/or scale AI in customer success workflows (e.g., health monitoring, account preparation, QBR generation, signal triage) with measurable impact.
• Operate with separate technical CS/PSM/TAM teams on shared accounts, including cross-org escalation protocols.

Requirements

• 8+ years enterprise customer success, account management, or post-sale leadership in B2B SaaS or enterprise technology.
• Demonstrated executive presence with VP/SVP/C-level customers (including delivering hard news, managing escalations, and rebuilding trust).
• Strong understanding of the implementation-to-success handoff seam (or how to run it in parallel) and what breaks when it isn’t aligned.
• Proven success directly leading a CS org responsible for post-live growth, NRR, and expansion.
• Ownership of a CS book / post-sale P&L at meaningful scale (e.g., $50M+ ARR) with documented outcomes.
• Track record managing managers (M2/Senior Manager layer) and developing senior leaders without micromanagement.
• Experience operating in BD/Sales-led commercial environments, understanding where CS starts/ends.
• Experience building or scaling Principal-level strategist roles (hiring profile, ramp, compensation design, integration with account teams).
• Experience with AI applied to CS workflows with measurable results.
• Experience operating with a separate technical CS/PSM/TAM function across shared enterprise accounts.
• Deep familiarity with enterprise retail/grocery/ecommerce/retail media or adjacent B2B domains.
• Experience instrumenting retailer signal into structured product feedback and partnering with Product on adoption accountability.

Nice-to-Haves / Preferences

• Remote role with preference for candidates near Toronto.

Location & Work Style

• Full remote (preference for proximity to Toronto, Canada).