Director of Customer Success

Job not on LinkedIn

🕒 May 11

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 $230k - $242.5k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 42%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Instacart

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

🍽️ Food & Beverage

📦 Logistics

🛍️ eCommerce

💰 $232M Venture Round on 2021-11

Food & Beverage • Logistics • eCommerce

Instacart is a company that offers a flexible approach to work while transforming the grocery industry. It provides an essential service by delivering groceries and household goods to customers' doors in as little as 30 minutes. Instacart offers safe and flexible earning opportunities to personal shoppers and tackles challenges such as rerouting deliveries during snowstorms and connecting customers with coupons and deals. It aims to be the operating system for the grocery industry, thus helping customers save time for other activities. Instacart emphasizes diversity, equity, and belonging in its work culture.

📋 Description

• Lead the Customer Success organization for Instacart's Enterprise Solutions portfolio • Own retailer value realization and post-live outcomes across the enterprise software portfolio • Provide account health, risk signals, and expansion readiness to Business Development • Build and develop a senior consultative Customer Success team • Manage senior managers and establish standards for QBR quality, growth planning, executive engagement, and renewal execution • Operate as a commercial peer to Business Development while owning post-sale accountability • Coordinate Customer Success and Technical Account Manager teams on shared enterprise accounts • Define CSM/TAM responsibilities across retailer-executive engagement, value realization, growth planning, technical delivery, configuration, and issue resolution • Own the transformation roadmap covering talent strategy, compensation structure, operating cadence, and tooling • Partner with Retailer Delivery on implementation-to-success lifecycle transitions • Operationalize segmented CS coverage models, including high-touch and scaled/digital-first models • Build retailer-signal feedback loops into Product and track roadmap adoption • Apply AI augmentation to health monitoring, account preparation, QBR/insight generation, and signal triage • Represent the post-sale portfolio narrative to senior leadership and serve as a Director-level escalation point • Report to the Senior Director, Enterprise Solutions

🎯 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 adoption velocity, time-to-value, health score, at-risk portfolio, CSAT, QBR quality, GRR, NRR, and expansion • Track record of managing managers and developing senior leaders without micromanagement • Ownership of a CS book of business or post-sale P&L of meaningful scale (e.g., $1000M+ ARR) with documented outcomes on Adoption, NRR, GRR, or expansion • Experience operating in a BD- or Sales-led commercial environment • Demonstrated executive presence with VP, SVP, or C-level enterprise customer counterparts • Experience designing and operating segmented CS coverage models, including capacity planning and exception handling • Hands-on experience hiring senior CS talent, including profile, compensation, and ramp decisions • Strong background in an end-to-end post-sales service delivery ecosystem with CS interaction with Business Development/Sales, Delivery, Technical, and Product teams • Experience transforming CS from reactive enablement into proactive business advisory • Experience building or scaling strategist roles inside a CS organization • Experience operating with a separate technical TAM function on shared enterprise accounts • Background applying AI to CS workflows • Familiarity with BD/CS interfaces in complex enterprise sales motions • Familiarity with enterprise retail, grocery, ecommerce platforms, retail media, or adjacent complex B2B domains • Experience instrumenting retailer signals into structured product feedback

🏖️ Benefits

• New hire equity grant • Annual refresh grants • Market-competitive compensation and benefits • Flexible work location: home, office, or coffee shop • Regular in-person events • Flex First remote work policy