Director of Customer Success

Role Overview

• 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.
• Build and develop a senior consultative CS bench by hiring, sponsoring, and ramping L7 Principal Growth Strategists who engage retailer executives on ecommerce strategy, merchandising, and operations — not platform configuration — and who can credibly influence retailer P&L outcomes and roadmap adoption.
• Manage senior managers leading AGM (Account Growth Manager) pods, setting standards for what good looks like across the L7, AGM, and account team layers — including QBR quality, growth planning, executive engagement, and renewal execution.
• Operate in a BD-led commercial environment as a true commercial peer to BD — preserving BD's ownership of the primary commercial relationship while owning post-sale accountability and surfacing churn, expansion, and escalation signal early and clearly.
• Partner with the Director of Enterprise Architecture & Engineering on shared-account coordination — ensuring the cross-org account team (commercial CS + technical CS / PSM) functions as one team to the retailer despite the org split, with co-authored protocols and clean escalation paths.
• Define and enforce the L7 boundary: L7s as routers and strategists, not resolvers — ensuring AGMs and PSMs absorb operational and technical execution so L7 capacity remains focused on retailer-executive engagement and growth strategy.
• Own the consultative transformation roadmap — talent strategy, comp structure, operating cadence, and tooling shifts required to evolve CS from a feature-enablement function into a strategic business advisory function for Tier A and B accounts.
• Partner with the Director of Retailer Delivery on the implementation-to-success motion as a managed lifecycle (not a document handoff) — ensuring CS is engaged early, named handoff criteria are met, and accounts transition cleanly into early-lifecycle growth ownership.
• Operationalize the tier model in CS — applying high-touch (L7 + AGM + PSM) coverage for Tier A/B and scaled/digital-first models for Tier C/D, with clear exception protocols and capacity guardrails.
• Build a structured retailer-signal feedback loop into Product — using CS engagements to surface durable patterns (not anecdotes), instrument adoption of roadmap items, and hold CS accountable for adoption outcomes.
• Apply AI augmentation to scale CS coverage and quality without linear headcount growth — including health monitoring, account-prep automation, QBR/insight generation, and signal triage — partnering with the Technical org on tooling roadmap and adoption.
• Represent the post-sale narrative for the portfolio to senior leadership — integrating retention, growth, churn risk, executive-account temperature, and pipeline outlook — and serve as the Director-level escalation point for retailer relationships when AGM-led engagement is insufficient.

Requirements

• 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.

Benefits

• Instacart provides highly market-competitive compensation and benefits in each location where our employees work.
• The role is eligible for a new hire equity grant as well as annual refresh grants.