Director of Customer Success

🕒 July 20

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $192k - $243k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 22%

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, owning post-live value realization and outcomes • Build and develop a senior consultative Customer Success Manager bench • Manage senior managers and set standards for QBR quality, growth planning, executive engagement, and renewal execution • Operate as a commercial peer to Business Development while owning post-sale accountability and surfacing churn, expansion, and escalation signals • Coordinate shared enterprise accounts across Customer Success and Technical Account Managers • Define CSM/TAM boundaries for strategic advisory, value realization, growth planning, technical delivery, and issue resolution • Own the consultative transformation roadmap covering talent, compensation, 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 approaches • Build retailer-signal feedback loops into Product and track roadmap adoption • Apply AI augmentation to health monitoring, account preparation, QBR generation, and signal triage • Represent post-sale portfolio performance to senior leadership and serve as director-level escalation point

🎯 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 • Experience managing managers and developing senior leaders • Ownership of a CS book of business or post-sale P&L of meaningful scale, e.g. $1000M+ ARR, with documented outcomes • Experience in a BD- or Sales-led commercial environment • Executive presence with VP, SVP, and 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 • End-to-end post-sales service delivery experience with strong interaction across Business Development/Sales, Delivery, Technical, and Product teams • Preferred: transforming CS into proactive business advisory; scaling strategist roles; operating with a separate TAM function; applying AI to CS workflows; complex enterprise sales motions; enterprise retail, grocery, ecommerce, or retail media; structured product feedback and adoption accountability

🏖️ Benefits

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