The opportunity
Instacart's Enterprise Solutions team partners with Global grocery and retail chains to power their digital commerce through StorefrontPro, Enterprise API (Fulfillment and Ads), CarrotAds, and adjacent Enterprise Solutions products. We're seeking a Director, Customer Success to…
What you'll do
Lead the Customer Success organization for the Enterprise Solutions: portfolio — owning value realization, outcomes end to end, and partner closely with BD, who owns NRR, GRR, and expansion, by providing account health, risk signal, and expansion readiness.Build and develop a senior consultative CS bench by hiring, sponsoring, and ramping Customer Success Managers who engage with retailer executives on ecommerce strategy, merchandising, and operations and who can credibly influence retailer P&L outcomes and roadmap adoption.
Manage senior managers leading segments, setting standards for what good: looks like across the CSM’s — 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 ( CS + Technical Account Managers (TAM’s) ) functions as one team to the retailer despite the functional ownership, with co-authored protocols and clean escalation paths.
Define and enforce the CSM/TAM boundary based on segmentation: CSM’s lead retailer-executive engagement, value realization, and growth planning, while TAM’s own technical delivery, configuration, and issue resolution, so that CSM capacity stays focused on strategic advisory, not 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.
What they're looking for
- 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 retailer segmented model in CS: applying high-touch coverage and scaled/digital-first models, 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.
