Director of Customer Success

The role

You will lead the Customer Success organization for the Enterprise Solutions portfolio. You will be accountable for post-live value realization across the enterprise software portfolio by leading senior managers and Customer Success Managers.

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

Before you apply

• Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia

About the company

Instacart is a Flex First team that aims to transform the grocery industry. They offer a flexible approach to work, allowing employees to choose to work from home, an office, or other locations.