Remote opportunity at
InstacartDirector of Customer Success
Instacart powers digital commerce for global grocery and retail chains through enterprise software products including StorefrontPro, Enterprise API, and CarrotAds. The company operates under a Flex…
Career Tools
About This Role
Instacart powers digital commerce for global grocery and retail chains through enterprise software products including StorefrontPro, Enterprise API, and CarrotAds. The company operates under a Flex First remote work model, allowing employees to choose their workspace while staying connected through regular in-person gatherings. The organization is seeking a Director of Customer Success to lead the enterprise software Customer Success division. This leadership position oversees post-live value realization across the entire…
Job Description
Instacart powers digital commerce for global grocery and retail chains through enterprise software products including StorefrontPro, Enterprise API, and CarrotAds. The company operates under a Flex First remote work model, allowing employees to choose their workspace while staying connected through regular in-person gatherings.
The organization is seeking a Director of Customer Success to lead the enterprise software Customer Success division. This leadership position oversees post-live value realization across the entire enterprise portfolio. The ideal leader will manage senior managers and Customer Success Managers who act as strategic advisors to major retail executives. Responsibilities include driving adoption velocity, time-to-value, health score coverage, at-risk portfolio management, and quarterly business review quality.
This role suits an experienced customer success leader who has previously steered the evolution of a CS team from reactive feature enablement into proactive business advisory. The position requires close collaboration with Business Development, Enterprise Solutions Delivery, Technology leadership, and Product teams. Candidates must be comfortable operating in a fast-paced, Business Development-led commercial environment while establishing high operational standards and scaling teams effectively.
Responsibilities
- Lead the Customer Success organization for the Enterprise Solutions portfolio to oversee end-to-end value realization and outcomes.
- Manage senior segment managers and establish performance standards for customer success managers, including quarterly business review quality and executive engagement.
- Partner closely with Business Development to provide account health tracking, risk signals, and expansion readiness.
- Collaborate with the Director of Enterprise Architecture and Engineering to coordinate shared enterprise accounts and maintain clean escalation paths.
- Define and enforce clear boundaries between customer success managers and technical account managers based on segmentation.
- Drive the consultative transformation roadmap by updating talent strategies, compensation structures, operating cadences, and tooling.
- Partner with the Director of Retailer Delivery to manage early-lifecycle growth ownership and smooth implementation transitions.
- Operationalize segmented coverage models for retailers combining high-touch support and scaled digital-first approaches.
- Build structured retailer feedback loops for the Product team to track roadmap adoption.
- Apply artificial intelligence augmentation to enhance customer success coverage, health monitoring, account preparation, and signal triage.
- Represent the post-sale portfolio narrative to senior leadership and serve as the escalation point for complex retailer relationships.
Requirements
- At least 8 years of enterprise customer success, account management, or post-sale leadership experience at a B2B SaaS or enterprise technology company.
- Direct leadership experience overseeing a customer success organization responsible for adoption velocity, time-to-value, health scores, at-risk portfolios, customer satisfaction, and quarterly business review quality.
- Demonstrated track record of managing managers and setting performance standards without micromanagement.
- Prior ownership of a customer success book of business or post-sale P&L of meaningful scale with documented outcomes on adoption, net revenue retention, gross revenue retention, or expansion.
- Proven success operating within a business development or sales-led commercial environment.
- Demonstrated executive presence when interacting with vice president, senior vice president, or C-level enterprise customers.
- Experience designing and operating segmented customer success coverage models including capacity planning and exception handling.
- Hands-on experience hiring and ramping senior customer success talent.
Qualifications
- Experience transforming a customer success function from reactive enablement into proactive business advisory.
- Track record of building or scaling seasoned strategist roles within a customer success organization.
- Experience operating alongside a separate technical technical account management function on shared enterprise accounts.
- Background applying artificial intelligence tools to customer success workflows with measurable impact on coverage or quality.
- Familiarity with business development and customer success interfaces in complex enterprise sales motions.
- Deep familiarity with enterprise retail, grocery, ecommerce platforms, or retail media domains.
- Experience instrumenting structured product feedback from retailer signals and partnering with product leaders.
Core Skills
Benefits
- Market-competitive compensation depending on permanent work location
- New hire equity grants and annual equity refresh grants
- Flexible remote work options under a Flex First remote policy
Frequently Asked Questions
What is the location and remote policy for this role?
This is a remote position across the United States and Canada, though there is a preference for candidates to be in proximity to Toronto for key cross-functional collaboration. Instacart operates under a Flex First model where employees can choose their workspace.
What is the salary range for this position?
The base pay range varies depending on the candidate's permanent geographic location. For example, it is $230,000 to $243,000 USD in CA, NY, CT, and NJ; $221,000 to $233,000 USD in WA; $212,000 to $223,500 USD in specified other states; and $192,000 to $202,500 USD in all other states.
What are the core experience requirements?
Applicants must have at least 8 years of enterprise customer success, account management, or post-sale leadership experience at a B2B SaaS or enterprise technology company, including direct experience managing managers and overseeing portfolios of significant scale.
What type of employment is this?
The posting specifies that the role is full-time.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.