Director of Customer Success - Remote

Overview

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. You'll own the outcomes that matter: net revenue retention (NRR), gross revenue retention (GRR), expansion GTV, adoption velocity, and CSAT. You'll partner closely with Business Development on commercial leadership, with the Sr Director on portfolio-level strategy, with the Director of Enterprise Architecture & Engineering (the technical CS / PSM function) on shared accounts, and with Product on 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 Delivery and Growth, and is remote across the United States and Canada with a preference for proximity to Toronto for key cross-functional collaboration.

In Short

• Lead the Retailer Success organization for the enterprise software portfolio.
• Build and develop a senior consultative CS bench.
• Manage senior managers leading AGM pods.
• Operate in a BD-led commercial environment.
• Partner with the Director of Enterprise Architecture & Engineering.
• Define and enforce the L7 boundary.
• Own the consultative transformation roadmap.
• Partner with the Director of Retailer Delivery.
• Operationalize the tier model in CS.
• Build a structured retailer-signal feedback loop into Product.
• Apply AI augmentation to scale CS coverage and quality.
• Represent the post-sale narrative for the portfolio to senior leadership.

Requirements

• 8+ years of enterprise customer success, account management, or post-sale leadership.
• Direct, accountable leadership of a customer success organization.
• Track record of managing managers.
• Ownership of a CS book or post-sale P&L of meaningful scale.
• Proven success operating in a BD- or Sales-led commercial environment.
• Demonstrated executive presence with enterprise customer counterparts.
• Experience designing and operating tiered CS coverage models.
• Hands-on experience hiring senior consultative talent.
• Strong working knowledge of the implementation-to-success seam.

Benefits

• Highly market-competitive compensation and benefits.
• Flexible work environment.
• Eligibility for new hire equity grant.
• Annual refresh grants.
• Opportunities for professional development.
• Engagement with a diverse team.
• Participation in regular in-person events.