Remote opportunity at
InstacartDirector of Customer Success
Instacart operates an enterprise software and digital commerce platform that partners with grocery and retail brands globally. The company uses a Flex First remote work model,…
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About This Role
Instacart operates an enterprise software and digital commerce platform that partners with grocery and retail brands globally. The company uses a Flex First remote work model, allowing staff members to choose their workspaces while connecting through periodic in-person meetings. Within the Enterprise Solutions division, leadership is currently seeking a Director of Customer Success to guide the post-live value realization strategy across a comprehensive portfolio of software products. This position suits…
Job Description
Instacart operates an enterprise software and digital commerce platform that partners with grocery and retail brands globally. The company uses a Flex First remote work model, allowing staff members to choose their workspaces while connecting through periodic in-person meetings. Within the Enterprise Solutions division, leadership is currently seeking a Director of Customer Success to guide the post-live value realization strategy across a comprehensive portfolio of software products.
This position suits a hands-on executive who can transform customer success from a reactive enablement setup into a proactive business advisory function. The person in this role will oversee senior managers and Customer Success Managers who advise retail executives on e-commerce, merchandising, and operational strategy. Responsibilities include owning customer value metrics such as adoption velocity, time-to-value, health scores, and client satisfaction while working alongside business development, engineering, and product teams.
Candidates must possess extensive enterprise leadership experience in B2B SaaS or technology environments and demonstrate a history of managing teams at scale. The role requires strategic oversight of segmented coverage models, executive-level engagement capabilities, and strong coordination with technical account management. The position is remote across the United States and Canada, with specific regional hiring limits in Canada and a preference for candidates close to Toronto for cross-functional collaboration.
Responsibilities
- Lead the Enterprise Solutions customer success organization to oversee end-to-end value realization and post-live outcomes.
- Manage senior managers and Customer Success Managers who engage retailer executives on e-commerce strategy, merchandising, and operations.
- Collaborate with business development teams by delivering account health insights, risk signals, and expansion readiness data.
- Partner with architecture and engineering leadership to coordinate shared-account protocols and escalation pathways between customer success and technical account managers.
- Drive the consultative transformation roadmap by modifying talent strategies, compensation structures, operating cadences, and tooling.
- Incorporate artificial intelligence solutions to scale coverage and quality in health monitoring, account preparation, and insight generation.
- Represent the post-sale portfolio narrative to senior leadership by integrating retention, churn risk, and executive account temperature.
Requirements
- At least 8 years of enterprise customer success, account management, or post-sale leadership experience in a B2B SaaS or enterprise technology company.
- Direct and accountable leadership history managing a customer success organization responsible for adoption velocity, time-to-value, health scores, at-risk portfolios, and client satisfaction.
- Track record of managing managers with the ability to set performance standards and develop senior leaders without micromanagement.
- Prior ownership of a customer success book of business or post-sale P&L of significant scale with documented outcomes on adoption, retention, or expansion.
- Demonstrated executive presence with enterprise customers at the VP, SVP, or C-level, including experience delivering difficult news and navigating escalations.
- Hands-on experience hiring senior customer success talent with a defined point of view on profiles, compensation, and onboarding ramps.
Qualifications
- Experience transforming a customer success function from reactive enablement into proactive business advisory.
- Track record of building or scaling seasoned strategist roles inside a customer success organization.
- Background operating alongside a separate technical technical account management function on shared enterprise accounts.
- Experience applying artificial intelligence to customer success workflows with measurable impact on coverage and throughput.
- Familiarity with enterprise retail, grocery, e-commerce platforms, retail media, or adjacent complex B2B domains.
- Experience instrumenting retailer signal into structured product feedback and collaborating with product leaders on adoption accountability.
Core Skills
Benefits
- Highly market-competitive compensation and benefits based on work location
- New hire equity grants and annual refresh grants
- Flex First remote work policy allowing employees to work from home, an office, or other locations
Frequently Asked Questions
What is the employment type and remote status for this role?
This is a full-time, remote position operating under Instacart's Flex First policy, with candidates permitted to work from home or other preferred locations. Applicants must be based in the United States or Canada, with hiring currently restricted to the Canadian provinces of Ontario, Alberta, British Columbia, and Nova Scotia, and a preference for proximity to Toronto.
What is the salary range for this position?
For Canadian-based candidates, the base pay range is between CAN$230,000 and CAN$242,500 CAD, dependent on the permanent work location, candidate experience, and required skills. Salaries for U.S.-based locations are not explicitly stated in the posting.
What level of experience is required?
Candidates must have at least 8 years of enterprise customer success, account management, or post-sale leadership experience within a B2B SaaS or enterprise technology company, including direct leadership of a customer success organization and experience managing managers.
What additional financial compensation is offered beyond base pay?
The role is eligible for a new hire equity grant as well as annual equity refresh grants, alongside market-competitive benefits.
Sample Interview Questions
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