Director of Customer Success
Core
Lead the Customer Success organization for Instacart's Enterprise Solutions portfolio, driving post-live value realization, adoption velocity, and growth for global grocery and retail chains.
Role type
Senior IC Director of Customer Success (Enterprise SaaS)
Builds
Enterprise software portfolio (StorefrontPro, Enterprise API, CarrotAds) for global grocery and retail chains
Domain
Grocery/Retail + Enterprise SaaS
Required skills
Enterprise customer success leadership, managing managers, BD-led commercial environment navigation, executive presence, segmented CS coverage models, hiring senior talent, post-sales P&L ownership, cross-org account coordination, AI application to CS workflows
Preferred skills
Transforming CS from reactive to proactive advisory, scaling strategist roles, operating with separate TAM functions, applying AI to CS workflows
Technologies
StorefrontPro, Enterprise API, CarrotAds, AI tools for health monitoring and automation
Responsibilities
Lead the CS organization and develop senior consultative talent; manage senior managers and set standards for CSMs; partner with Business Development on expansion and risk signals; define CSM/TAM boundaries; own the consultative transformation roadmap; build retailer-signal feedback loops into Product; represent the post-sale narrative to senior leadership
Seniority
Senior, hands-on IC