Director of Customer Success

The role

The Director of Customer Success leads the Customer Success organization for the Enterprise Solutions portfolio. This person will own post-live value realization and lead senior managers and Customer Success Managers who act as strategic advisors to retailer executives.

What you will do

• Lead the Customer Success organization for the Enterprise Solutions portfolio
• Build and develop a senior consultative CS bench
• Manage senior managers leading segments
• Operate in a BD-led commercial environment
• Partner with the Director of Enterprise Architecture & Engineering on shared-account coordination
• Define and enforce the CSM/TAM boundary based on segmentation
• Own the consultative transformation roadmap
• Partner with the Director of Retailer Delivery on the implementation-to-success motion
• Operationalize the retailer segmented model in CS
• Build a structured retailer-signal feedback loop into Product

Required 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 organization responsible for adoption velocity, time-to-value, health score, at-risk portfolio, CSAT, QBR quality and support BD with GRR, NRR, and
• Track record of managing managers with demonstrated ability to set standards and develop senior leaders without micromanagement
• Ownership of a CS book of business or post-sale P&L of meaningful scale (e.g., $1000M+ ARR) with documented outcomes on Adoption, NRR, GRR, or expansion
• Proven success operating in a BD- or Sales-led commercial environment
• Demonstrated executive presence with enterprise customer counterparts (VP / SVP / C-level)
• Experience designing and operating segmented CS coverage models
• Hands-on experience hiring senior CS talent
• Strong background having operated in an end to end post sales service delivery ecosystem

Nice to have

• Experience transforming a CS function from reactive enablement into proactive business advisory
• Track record of building or scaling seasoned strategist roles inside a CS org
• Experience operating with a separate technical TAM function on shared enterprise accounts
• Background applying AI to CS workflows
• Familiarity with the BD/CS interface in commercially complex enterprise sales motions
• Deep familiarity with enterprise retail, grocery, ecommerce platforms, retail media, or adjacent complex B2B domains
• Experience instrumenting retailer signal into structured product feedback

Benefits

• Highly market-competitive compensation and benefits

About the company

Instacart is a Flex First team that aims to transform the grocery industry. They provide an essential service for customers to get groceries and household goods while offering flexible earnings opportunities for Personal Shoppers.