Director of Customer Success

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. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. 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. Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table. Instacart is a Flex First team There’s no one-size fits all approach to how we do our best work. 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. Learn more about our flexible approach to where we work. Overview Instacart's Enterprise Solutions team partners with Global grocery and retail chains to power their digital commerce through StorefrontPro, Enterprise API (Fulfillment and Ads), CarrotAds, and adjacent Enterprise Solutions products. We're seeking a Director, Customer Success to lead the Customer Success organization — accountable for post-live value realization across the enterprise software portfolio. In this highly visible role, you will lead senior managers and Customer Success Managers who serve as the strategic advisor of Instacart to retailer executives. You'll own retailer value realization, measured through adoption velocity, time-to-value, health score coverage, at-risk portfolio management, CSAT, and QBR quality across the portfolio. You'll partner closely with Business Development, who owns NRR, GRR, and expansion, by providing account health, risk signal, and expansion readiness. You'll also partner with Enterprise Solutions Delivery, Technology leadership, and Product on portfolio strategy, 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 Solutions , and is remote across the United States and Canada with a preference for proximity to Toronto for key cross-functional collaboration. About the Job • 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. • Manage senior managers leading segments, setting standards for what good looks like across the CSM’s — 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 + Technical Account Managers (TAM’s) ) 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 — CSM’s lead retailer-executive engagement, value realization, and growth planning, while TAM’s own technical delivery, configuration, and issue resolution, so that CSM capacity stays focused on strategic advisory, not technical execution. • 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, named handoff criteria are met, 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 — using CS engagements to surface durable patterns (not anecdotes), 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 — partnering with the Technical org on tooling roadmap and adoption. • Represent the post-sale narrative for the portfolio to senior leadership — integrating retention, growth, churn risk, executive-account temperature, and pipeline outlook — and serve as the Director-level escalation point for retailer relationships when CSM-led engagement is insufficient. About You Minimum 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