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Director of Customer Success

6 hours, 2 minutes ago
Canada
Full-time
Lead
Customer Success
Customer and Technical Support
Agile CRM
Apply Now
instacart.careers

instacart.careers

Instacart is a leading grocery technology company in North America that works with grocers and retailers to transform how people shop. They partner with over 1,000 national, regional, and local retail banners to facilitate online shopping, delivery, an...

Internet Software & Services
1K-5K
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Description

  • Lead the Retailer Success organization and own commercial customer success outcomes end to end, including retention, expansion, adoption, CSAT, and renewals.
  • Build and develop a senior consultative customer success team by hiring, sponsoring, and ramping Principal Growth Strategists and managing senior managers.
  • Set standards and operating expectations across L7, AGM, and account team layers for QBR quality, growth planning, executive engagement, and renewal execution.
  • Partner with Business Development as a commercial peer while owning post-sale accountability and surfacing churn, expansion, and escalation risk early.
  • Coordinate shared enterprise accounts with the technical customer success / PSM function so the commercial and technical teams operate as one.
  • Define the boundary for L7 strategists as senior advisors rather than issue resolvers, with operational and technical execution handled by other roles.
  • Own the transformation of customer success from feature enablement into proactive business advisory, including talent strategy, comp structure, operating cadence, and tooling changes.
  • Partner with Delivery to improve the implementation-to-success handoff and ensure early-lifecycle accounts transition cleanly into growth ownership.
  • Operate and enforce the tiered service model, including high-touch coverage for strategic accounts and scaled coverage for the long tail.
  • Build structured product feedback loops from retailer interactions and use customer success input to improve roadmap adoption and accountability.
  • Apply AI-enabled tooling to scale customer success coverage, improve quality, and automate account preparation, health monitoring, and signal triage.
  • Represent the post-sale business narrative to senior leadership and act as the escalation point for retailer relationships when needed.

Requirements

  • 8+ years of enterprise customer success, account management, or post-sale leadership experience at a B2B SaaS or enterprise technology company.
  • Direct leadership of a customer success organization responsible for post-live growth, NRR, and expansion.
  • Experience managing managers, including senior manager-level leaders, and setting standards without micromanagement.
  • Ownership of a meaningful customer success book or post-sale P&L, such as $50M+ ARR, with documented NRR, GRR, or expansion results.
  • Proven success in a BD-led or sales-led commercial environment with comfort working within shared standards rather than rigid process.
  • Strong executive presence with enterprise customers at the VP, SVP, or C-level, including the ability to deliver difficult news and manage escalations.
  • Experience designing and running tiered customer success coverage models, including capacity planning and exception handling.
  • Hands-on experience hiring senior consultative talent such as Principal CS or strategy leaders, with a clear point of view on profile, compensation, and ramp.
  • Strong understanding of the implementation-to-success handoff and how delivery and customer success should work across the same accounts.
  • Experience transforming customer success from reactive enablement into proactive business advisory, including changes to talent, compensation, operating model, and tooling (preferred).
  • Experience building or scaling Principal-level or strategist roles within a customer success organization (preferred).
  • Experience working alongside a separate technical CS / PSM / TAM function on shared enterprise accounts (preferred).
  • Experience applying AI to customer success workflows such as health monitoring, QBR generation, and signal triage, with measurable impact (preferred).
  • Familiarity with enterprise retail, grocery, ecommerce platforms, retail media, or similarly complex B2B domains (preferred).
  • Experience translating retailer signals into structured product feedback and partnering with Product on adoption accountability (preferred).

Benefits

  • Highly market-competitive compensation based on permanent work location.
  • Base salary range of CAD $230,000 to $242,500 for successful candidates in Canada.
  • Eligible for a new hire equity grant.
  • Eligible for annual refresh equity grants.
  • Flexible remote-first work environment under Instacart’s Flex First policy.
  • Hiring currently open in Ontario, Alberta, British Columbia, and Nova Scotia for Canadian candidates.
  • Access to Instacart’s benefits offerings, with additional details provided by the company.

Interested in this position?

Apply directly on the company website

Apply Now

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