Instacart

2 months ago

Director of Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead Instacart’s Retailer Success organization for the enterprise software portfolio, owning post-live growth, retention, and expansion across NRR/GRR and adoption. Manage senior leaders (M2/Senior Manager level) and cross-functional partners (BD, Product, Enterprise Architecture/Engineering) to drive revenue, renewal performance, and retailer value in a remote, BD-led enterprise environment.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•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.

Pay and Benefits

Salary: USD 192,000 - 243,000 annually

Equity and Bonus:Equity

Perks:Remote WorkEquityHealth InsuranceRetirementDentalVisionPaid LeaveWellness Stipend

Key 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) with ability to set standards and develop senior leaders.
•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.
•Experience operating in a BD- or Sales-led commercial environment — clear instinct for where the CS lane begins and ends, with shared standards

Experience:8+ yearsEnterprise softwareB2B SaaSRetail

Skills:LeadershipCommunicationStrategic thinkingStakeholder managementExecutive presence

Languages:English

Tech Stack:AI

Company Brief

Instacart

Operates an online grocery marketplace connecting customers with personal shoppers and local retailers for grocery delivery and pickup. Provides technology, logistics, and advertising solutions to supermarkets and consumer packaged goods brands.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Glassdoor: 3.6

Website LinkedIn

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Instacart

2 months ago

Director of Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•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.

Pay and Benefits

Salary: USD 192,000 - 243,000 annually

Equity and Bonus:Equity

Perks:Remote WorkEquityHealth InsuranceRetirementDentalVisionPaid LeaveWellness Stipend

Key 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) with ability to set standards and develop senior leaders.
•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.
•Experience operating in a BD- or Sales-led commercial environment — clear instinct for where the CS lane begins and ends, with shared standards

Experience:8+ yearsEnterprise softwareB2B SaaSRetail

Skills:LeadershipCommunicationStrategic thinkingStakeholder managementExecutive presence

Languages:English

Tech Stack:AI

Company Brief

Instacart

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Glassdoor: 3.6

Website LinkedIn