Director of Customer Success @Instacart

Overview

Instacart is transforming the grocery industry by partnering with North America's largest grocery and retail chains to enhance their digital commerce. The Director of Customer Success will lead the Retailer Success organization, focusing on post-live growth, retention, and expansion across the enterprise software portfolio.

Key Responsibilities

• Lead the Retailer Success organization and own commercial outcomes including net revenue retention, gross revenue retention, and customer satisfaction.
• Build and develop a team of senior consultative Customer Success talent.
• Manage senior managers and establish standards for account management and growth planning.
• Operate in a business development-led environment and act as a strategic peer to business development teams.
• Coordinate with the Director of Enterprise Architecture & Engineering on cross-organizational account management.
• Develop consultative transformation roadmaps for Customer Success.
• Implement a tier model to ensure appropriate coverage based on account value.
• Leverage AI to enhance Customer Success effectiveness.
• Represent post-sale outcomes to senior leadership.

Requirements

• 8+ years of experience in enterprise customer success or account management in a B2B SaaS or enterprise technology setting.
• Proven leadership of a Customer Success organization with measurable outcomes.
• Experience managing managers and developing senior leaders.
• Ownership of a significant customer success book or P&L.
• Strong executive presence and ability to manage escalations with enterprise customers.
• Experience with tiered customer success coverage models.
• Hands-on experience in hiring senior consultative talent.

Benefits

Instacart offers competitive compensation and benefits in alignment with market standards. Specific base pay ranges depend on work location, and the role is eligible for equity grants and annual refresh grants.

Location

Remote across the United States, with a preference for proximity to Toronto for collaboration purposes.

How to Apply

Please apply through the Instacart careers page.