# Senior Director, Enterprise Software and Growth

**Company:** [Instacart](https://hotfix.jobs/companies/instacart)
**Location:** Remote
**Role:** Executive Leadership
**Salary:** $264k – $335k/yr
**Experience:** 12+ years
**Skills:** SaaS, Customer Success, Professional Services, Solutions Architecture, Technical Account Management, Forward-Deployed Engineering, B2B, API, Ecommerce Platforms, Retail Technology
**Posted:** 2026-04-16

> Leads Enterprise Solutions software portfolio including delivery, architecture/engineering, and success teams to drive retailer implementations, growth, NRR, and expansion. Requires 12+ years enterprise software leadership, managing directors, and deep retail domain expertise in BD-led environments.

## Job Description

## Responsibilities

- Act as the leader for StorefrontPro, Enterprise API (Fulfillment and Ads), and FoodStorm, owning the software portfolio's business outcomes end to end — including NRR, expansion GTV, gross revenue retention, time-to-live, implementation quality, and post-live adoption velocity.
- Lead and set the strategic agenda for three Director-led teams — Retailer Delivery, Enterprise Architecture & Engineering, and Retailer Success — evolving post-sale engagement from feature enablement toward consultative business advisory that drives retailer ecommerce P&L results.
- Build a senior consultative CS capability by hiring and sponsoring Principal Growth Strategists who engage retailer executives on strategy, merchandising, and operations — not just platform configuration — and who can influence roadmap adoption.
- Define and operationalize the joint BD-CS operating model for enterprise accounts, setting soft standards and shared expectations that preserve BD's commercial leadership while ensuring consistent, high-quality execution and escalations.
- Set the strategic standard for enterprise implementations and own time-to-live as a business lever; champion tooling, automation, and platform investments with Product and Engineering that improve launch speed, activation, and quality at scale.
- Design the implementation-to-success motion as an intentionally managed lifecycle (not a document handoff), ensuring launches transition seamlessly into early-lifecycle growth with clear ownership and accountability.
- Lead the Enterprise Architecture & Engineering organization — encompassing solutions architecture, technical account management (TAM), and forward-deployed engineering — to drive technical delivery excellence, ecosystem and API adoption, integration quality, and platform reliability across the retailer portfolio.
- Represent the portfolio narrative to executive leadership — integrating delivery performance, post-live growth, pipeline risk, and outlook — while maintaining executive presence with retailer counterparts during high-stakes moments.

## Minimum Qualifications

- 12+ years of enterprise software leadership spanning post-sale functions at a B2B SaaS or enterprise technology company.
- Direct, accountable leadership of a professional services, implementation, or delivery organization, with demonstrated understanding of org design, quality drivers, and scale failure modes.
- Direct, accountable leadership of a customer success or account management organization responsible for post-live growth, NRR, and expansion.
- Ownership of a combined post-sale P&L with $200M+ ARR, accountable across the full customer lifecycle (implementation through renewal/expansion).
- 5+ years managing Director-level leaders across distinct functional disciplines, with a track record of setting standards and holding senior leaders accountable without micromanagement.
- Proven success operating in a BD/Sales-led commercial environment and establishing shared norms across BD, Delivery, and CS without imposing rigid process.
- Experience leading or directly managing a solutions architecture, technical account management, or professional services engineering function, with an understanding of how technical delivery teams complement commercial account teams on shared enterprise accounts.
- Demonstrated ability to integrate technical and commercial organizations under a unified operating model — including solutions architecture, technical account management, and engineering functions alongside commercial success teams — while preserving functional depth and career paths within each discipline.
- Deep familiarity with enterprise retail, grocery, or adjacent complex B2B domains, including how large retailers evaluate, implement, and scale technology solutions.

## Preferred Qualifications

- Track record of improving time-to-live and implementation quality at scale, with measurable gains in launch speed, activation rates, or delivery consistency.
- Experience transforming CS from reactive enablement to proactive business advisory, including talent strategy, operating model, and tooling changes.
- Hands-on design of implementation-to-success motions where delivery and success run in parallel on the same accounts.
- Experience running commercial success and technical account management as distinct disciplines within the same organization, with clear role boundaries, shared account ownership models, and escalation protocols.
- Track record of building or scaling a TAM or technical success function — including defining the role boundary between TAM, solutions architecture, and support — with clear career ladders that attract and retain technical talent.
- Background operating across multiple software business lines with distinct GTM and delivery motions and establishing cross-portfolio coordination standards.
- Familiarity with tiered CS models (high-touch for strategic accounts and scaled/digital for the long tail) and when to apply each.
- Experience applying AI to augment CS, TAM, and delivery workflows to scale coverage and quality without linear headcount growth.
- Background in or strong exposure to grocery, retail technology, ecommerce platforms, or supply chain software.

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