Director of Customer Success

Навыки

• API (интеграции)
• B2B-продажи
• Customer Success
• E-commerce
• GMV / MRR
• Лидерство
• Outlook / календарь

О компании и продукте

• Instacart's Enterprise Solutions team partners with North America's largest grocery and retail chains to power their digital commerce through StorefrontPro, the Enterprise API (Fulfillment and Ads), CarrotAds, and adjacent software products. We're seeking a Director, Customer Success to lead the commercial Retailer Success organization — accountable for post-live growth, retention, and expansion across the enterprise software portfolio.
• In this highly visible role, you will lead a team of senior managers, Account Growth Managers (AGMs), and L7 Principal Growth Strategists who serve as the strategic and commercial face of Instacart to retailer executives. You'll own the outcomes that matter: net revenue retention (NRR), gross revenue retention (GRR), expansion GTV, adoption velocity, and CSAT. You'll partner closely with Business Development on commercial leadership, with the Sr Director on portfolio-level strategy, with the Director of Enterprise Architecture & Engineering (the technical CS / PSM function) on shared accounts, and with Product on retailer signal and roadmap adoption.
• Lead the Retailer Success organization for the enterprise software portfolio — owning commercial CS outcomes end to end, including NRR, GRR, expansion GTV, adoption velocity, CSAT, and renewal performance.

Задачи

• We're transforming the grocery industry
• At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together
• Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community
• We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers
• Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward
• If you’re ready to do the best work of your life, come join our table
• Instacart is a Flex First team
• There’s no one-size fits all approach to how we do our best work
• Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events
• Learn more about our flexible approach to where we work

Требования

• 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 post-live growth, NRR, and expansion — owning the number, not just contributing to it
• Track record of managing managers (M2/Senior Manager layer), with demonstrated ability to set standards and develop senior leaders without micromanagement
• 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
• 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
• 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
• 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
• Hands-on experience hiring senior consultative talent — Principal CS, Strategy, or equivalent — with a clear point of view on profile, comp, and ramp
• 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

Будет плюсом

• 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
• Instacart provides highly market-competitive compensation and benefits in each location where our employees work
• This role is remote and the base pay range for a successful candidate is dependent on their permanent work location
• Please review our Flex First remote work policy here
• Offers may vary based on many factors, such as candidate experience and skills required for the role
• Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants
• Please rea d more about our benefits offerings here
• For US based candidates, the base pay ranges for a successful candidate are listed below
• CA, NY, CT, NJ
• OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI
• All other states

Условия

• 230,000 — $243,000 USD
• 221,000 — $233,000 USD
• 212,000 — $223,500 USD
• 192,000 — $202,500 USD

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