The opportunity
Instacart's Enterprise Solutions team partners with North America's largest grocery and retail chains to power their digital commerce through StorefrontPro, the Enterprise API (Fulfillment and Ads), CarrotAds, and adjacent software products. We're seeking a Director, Customer…
What you'll do
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.
What they're looking for
- Experience transforming a CS function from reactive enablement into proactive: business advisory, including the talent, comp, operating-model, and tooling changes required (not a renaming exercise).
- Track record of building or scaling Principal-level / strategist roles inside: a CS org — including hiring profile, ramp, comp design, and integration with the rest of the account team.
- Experience operating with a separate technical CS / PSM / TAM function on: shared enterprise accounts — including co-authoring cross-org protocols and managing escalations across an org boundary.
- Background applying AI to CS workflows: health monitoring, account preparation, QBR generation, signal triage — with measurable impact on coverage, throughput, or quality.
- Familiarity with the BD/CS interface in commercially complex enterprise sales: motions, including renewals, multi-product expansion, and shared-account operating norms.
- Deep familiarity with enterprise retail, grocery, ecommerce platforms, retail: media, or adjacent complex B2B domains — including how large retailers evaluate, adopt, and scale technology solutions.
- Experience instrumenting retailer signal into structured product feedback: (not anecdotal) and partnering with Product leaders on adoption accountability.
