Director of Customer Success

🔥 0 minutes ago

🏄 California, Colorado, +17 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🌺 Hawaii – Remote 🌽 Illinois – Remote 🦞 Maine – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🤠 Texas – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $192k - $243k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Instacart

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

🛍️ eCommerce

🚗 Transport

🛒 Retail

💰 $232M Venture Round on 2021-11

eCommerce • Transport • Retail

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 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. • Define and enforce the L7 boundary: L7s as routers and strategists, not resolvers — ensuring AGMs and PSMs absorb operational and technical execution so L7 capacity remains focused on retailer-executive engagement and growth strategy. • Own the consultative transformation roadmap — talent strategy, comp structure, operating cadence, and tooling shifts required to evolve CS from a feature-enablement function into a strategic business advisory function for Tier A and B accounts. • Partner with the Director of Retailer Delivery on the implementation-to-success motion as a managed lifecycle (not a document handoff) — ensuring CS is engaged early, named handoff criteria are met, and accounts transition cleanly into early-lifecycle growth ownership. • Operationalize the tier model in CS — applying high-touch (L7 + AGM + PSM) coverage for Tier A/B and scaled/digital-first models for Tier C/D, with clear exception protocols and capacity guardrails. • Build a structured retailer-signal feedback loop into Product — using CS engagements to surface durable patterns (not anecdotes), instrument adoption of roadmap items, and hold CS accountable for adoption outcomes. • Apply AI augmentation to scale CS coverage and quality without linear headcount growth — including health monitoring, account-prep automation, QBR/insight generation, and signal triage — partnering with the Technical org on tooling roadmap and adoption. • Represent the post-sale narrative for the portfolio to senior leadership — integrating retention, growth, churn risk, executive-account temperature, and pipeline outlook — and serve as the Director-level escalation point for retailer relationships when AGM-led engagement is insufficient.

🎯 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 layer), with demonstrated ability to set standards and develop senior leaders without micromanagement. • 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. • Proven success operating in a BD- or Sales-led commercial environment — clear instinct for where the CS lane begins and ends, comfort with shared standards rather than rigid RACI/process. • Demonstrated executive presence with enterprise customer counterparts (VP / SVP / C-level), including the ability to deliver hard news, navigate escalations, and rebuild trust after issues. • Experience designing and operating tiered CS coverage models (high-touch for strategic accounts, scaled/digital for the long tail), including capacity planning and exception handling. • Hands-on experience hiring senior consultative talent — Principal CS, Strategy, or equivalent — with a clear point of view on profile, comp, and ramp. • Strong working knowledge of the implementation-to-success seam — how delivery and CS hand off (or, ideally, run in parallel) on the same accounts, and what breaks when they don't.

🏖️ Benefits

• Instacart provides highly market-competitive compensation and benefits in each location where our employees work. • The role is eligible for a new hire equity grant as well as annual refresh grants.