# Director of Customer Success
**Company:** [Instacart](https://hotfix.jobs/companies/instacart)
**Location:** Remote
**Salary:** $192K-$243K
**Experience:** 8+ years
**Skills:** Customer Success, Account Management, Nrr, Grr, Enterprise Saas, Executive Presence, Tiered Coverage Models, Hiring, Ai Augmentation, P&L Ownership
**Posted:** 2026-06-25
> Lead the Retailer Success organization for Instacart's enterprise software portfolio, owning NRR, GRR, expansion, and retention outcomes. Manage senior managers and L7 strategists while partnering cross-functionally in a BD-led commercial environment.
## Job Description
## About the Job

- 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.
- Manage senior managers leading AGM (Account Growth Manager) pods, setting standards for 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.
- Partner with the Director of Enterprise Architecture & Engineering on shared-account coordination — ensuring the cross-org account team functions as one team to the retailer.
- Define and enforce the L7 boundary: L7s as routers and strategists, not resolvers — ensuring AGMs and PSMs absorb operational and technical execution.
- 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.
- Partner with the Director of Retailer Delivery on the implementation-to-success motion as a managed lifecycle.
- Operationalize the tier model in CS — applying high-touch coverage for Tier A/B and scaled/digital-first models for Tier C/D.
- Build a structured retailer-signal feedback loop into Product — using CS engagements to surface durable patterns and instrument adoption of roadmap items.
- Apply AI augmentation to scale CS coverage and quality — including health monitoring, account-prep automation, QBR/insight generation, and signal triage.
- Represent the post-sale narrative for the portfolio to senior leadership — integrating retention, growth, churn risk, executive-account temperature, and pipeline outlook.

## About You

### Minimum Qualifications
- 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.
- 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.
- Demonstrated executive presence with enterprise customer counterparts (VP / SVP / C-level).
- Experience designing and operating tiered CS coverage models.
- Hands-on experience hiring senior consultative talent.
- Strong working knowledge of the implementation-to-success seam.

### Preferred Qualifications
- Experience transforming a CS function from reactive enablement into proactive business advisory.
- Track record of building or scaling Principal-level / strategist roles inside a CS org.
- Experience operating with a separate technical CS / PSM / TAM function on shared enterprise accounts.
- Background applying AI to CS workflows.
**Apply:** https://hotfix.jobs/jobs/director-of-customer-success-at-instacart-da988265-3e74-455b-bd12-624df7860efc
**Canonical:** https://hotfix.jobs/jobs/director-of-customer-success-at-instacart-da988265-3e74-455b-bd12-624df7860efc