Director of Customer Success

📋 Description

• Lead the Retailer Success team for the enterprise software suite.

• Build and foster a senior consultative Customer Success (CS) team by recruiting, supporting, and training L7 Principal Growth Strategists.

• Oversee senior managers who lead AGM (Account Growth Manager) teams.

• Function within a business development-led commercial setting as a true commercial counterpart to business development.

• Collaborate with the Director of Enterprise Architecture & Engineering on shared account management.

• Establish and uphold the L7 boundary.

• Own the roadmap for consultative transformation.

• Partner with the Director of Retailer Delivery on the implementation-to-success strategy.

• Implement the tier model within the Customer Success framework.

• Create a structured retailer-signal feedback process into Product.

• Utilize AI enhancements to scale Customer Success coverage and quality without proportionate headcount increases.

• Articulate the post-sale narrative for the portfolio to senior leadership.

⛳️ Requirements

• 8+ years of experience in enterprise customer success, account management, or post-sale leadership at a B2B SaaS or enterprise technology firm.

• Direct and accountable leadership of a customer success organization focused on post-live growth, net revenue retention (NRR), and expansion.

• Proven track record of managing managers (M2/Senior Manager level), with a strong ability to set standards and cultivate senior leaders without micromanagement.

• Ownership of a Customer Success portfolio or post-sale profit and loss statement of significant scale (e.g., $50M+ ARR).

• Demonstrated success in a business development- or sales-led commercial environment.

• Established executive presence with enterprise customer counterparts (VP/SVP/C-level).

• Experience in designing and implementing tiered Customer Success coverage models.

• Practical experience in hiring senior consultative talent.

🏝️ Benefits

• Instacart offers highly competitive compensation and benefits tailored to each location where our employees are based.

• Eligible for a new hire equity grant along with annual refresh grants.