Director of Customer Success

Join Instacart's Enterprise Solutions team as the Director of Customer Success. In this role, you will lead the Retailer Success organization, focusing on post-live growth, retention, and expansion across the enterprise software portfolio. You will manage a team of senior managers and Account Growth Managers, and partner closely with various departments to drive commercial success. This is a remote position with a preference for proximity to Toronto.

• Lead the Retailer Success organization for the enterprise software portfolio, owning commercial customer success outcomes end to end, including net revenue retention, gross revenue retention, expansion GTV, adoption velocity, and customer satisfaction.
• Build and develop a senior consultative customer success bench by hiring, sponsoring, and ramping Principal Growth Strategists who engage retailer executives on ecommerce strategy, merchandising, and operations.
• Partner with Business Development on commercial leadership, with the Sr Director on portfolio-level strategy, and with Product on retailer signal and roadmap adoption.

• Hands-on experience hiring senior consultative talent — Principal CS, Strategy, or equivalent — with a clear point of view on profile, comp, and ramp
• Track record of managing managers (M2/Senior Manager layer), with demonstrated ability to set standards and develop senior leaders without micromanagement
• Demonstrated executive presence with enterprise customer counterparts (VP / SVP / C-level), including the ability to deliver hard news, navigate escalations, and rebuild trust after issues
• 8+ years of enterprise customer success, account management, or post-sale leadership at a B2B SaaS or enterprise technology company
• Strong working knowledge of the implementation-to-success seam — how delivery and CS hand off (or, ideally, run in parallel) on the same accounts, and what breaks when they don't
• Ownership of a CS book or post-sale P&L of meaningful scale (e.g., $50M+ ARR) with documented outcomes on NRR, GRR, or expansion
• Experience designing and operating tiered CS coverage models (high-touch for strategic accounts, scaled/digital for the long tail), including capacity planning and exception handling
• Direct, accountable leadership of a customer success organization responsible for post-live growth, NRR, and expansion — owning the number, not just contributing to it
• Proven success operating in a BD- or Sales-led commercial environment — clear instinct for where the CS lane begins and ends, comfort with shared standards rather than rigid RACI/process
• Experience transforming a CS function from reactive enablement into proactive business advisory, including the talent, comp, operating-model, and tooling changes required (not a renaming exercise)
• Track record of building or scaling Principal-level / strategist roles inside a CS org — including hiring profile, ramp, comp design, and integration with the rest of the account team
• Experience operating with a separate technical CS / PSM / TAM function on shared enterprise accounts — including co-authoring cross-org protocols and managing escalations across an org boundary
• Background applying AI to CS workflows — health monitoring, account preparation, QBR generation, signal triage — with measurable impact on coverage, throughput, or quality
• Familiarity with the BD/CS interface in commercially complex enterprise sales motions, including renewals, multi-product expansion, and shared-account operating norms
• Deep familiarity with enterprise retail, grocery, ecommerce platforms, retail media, or adjacent complex B2B domains — including how large retailers evaluate, adopt, and scale technology solutions
• Experience instrumenting retailer signal into structured product feedback (not anecdotal) and partnering with Product leaders on adoption accountability