Director of Customer Success

About the role

Instacart’s Enterprise Solutions team is looking for a Director of Customer Success to lead the Retailer Success organization for its enterprise software portfolio. This senior leader will be responsible for driving post‑live growth, retention and expansion across the company’s grocery and retail partners.

Key responsibilities

• Lead a team of senior managers, Account Growth Managers and Principal Growth Strategists serving retailer executives.
• Own commercial outcomes such as net revenue retention, gross revenue retention, expansion GTV, adoption velocity and CSAT.
• Partner with Business Development, Enterprise Architecture & Engineering, Product and senior leadership to shape strategy and roadmap adoption.
• Transform the Customer Success function from reactive enablement to proactive business advisory.
• Recruit, develop and mentor senior consultative talent.

Required profile

• Proven experience leading large Customer Success or account management teams in a B2B SaaS or enterprise software environment.
• Track record of delivering measurable revenue retention and growth metrics.
• Strong commercial acumen and ability to work in a fast‑paced, business‑development‑driven setting.
• Excellent stakeholder management skills across product, engineering and sales functions.

Required skills

• Experience with enterprise APIs, digital commerce platforms, and advertising solutions.

What we offer

• Flexible remote work across the United States and Canada.
• Opportunity to shape a high‑visibility function within a fast‑growing tech company.
• Collaborative culture with regular in‑person events.