Director of Customer Success

About the role

Instacart is on the lookout for a dynamic leader to take charge of its Retailer Success team, with a primary focus on enhancing the growth and retention of enterprise clients utilizing their software solutions. This position plays a crucial role in ensuring that clients derive maximum value from Instacart's offerings, while also driving opportunities for expansion within their accounts.

Key facts

What you'll do

• Oversee a dedicated team responsible for ensuring post-sale client success, focusing on revenue retention, growth, and overall client satisfaction.
• Mentor and develop senior customer success professionals who serve as strategic advisors to retail executives, fostering their growth and enhancing their skills.
• Set performance benchmarks and establish best practices for account management and executive engagement to ensure high standards of service.
• Collaborate closely with the business development team to create a client experience from the initial sale through to post-sale support.
• Work in partnership with engineering and technical customer success teams to deliver unified support for shared accounts, ensuring all client needs are met.
• Lead the transformation of customer success from a reactive support model to a proactive business consulting approach, enhancing the overall client experience.
• Manage the transition process for clients moving from implementation to ongoing success, ensuring a smooth and effective handover.
• Develop and implement tiered customer engagement models to optimize resource allocation and improve client interactions.
• Create feedback loops that inform product development based on client needs and adoption patterns, ensuring that offerings remain relevant and valuable.
• Investigate and integrate AI solutions to improve customer success operations and scalability, enhancing efficiency and effectiveness.
• Act as the voice of the post-sale client perspective to senior leadership, managing escalations and addressing any issues that arise.

Requirements

• At least 8 years of experience in enterprise customer success, account management, or a similar post-sale leadership role within the B2B SaaS or enterprise technology sectors.
• Proven track record of managing customer success functions with direct accountability for metrics related to revenue growth and client retention.
• Demonstrated capability in managing and developing senior managers with minimal supervision, fostering a culture of independence and accountability.
• Experience overseeing a substantial customer portfolio or post-sale revenue stream, with measurable success in retention and growth.
• Ability to operate effectively within a sales-driven commercial environment, understanding the nuances of customer success responsibilities.
• Strong executive presence with experience engaging C-level stakeholders, including handling challenging conversations and resolving conflicts.
• Experience in designing and implementing tiered customer success engagement strategies, including effective capacity planning.
• Practical experience in recruiting and onboarding senior strategic customer success professionals.
• Comprehensive understanding of the client implementation lifecycle and its relationship with ongoing customer success initiatives.

Nice to have

• Experience in transforming a customer success organization to deliver proactive business advisory services.
• A history of building and scaling principal-level or strategist roles within customer success teams.
• Familiarity with collaborating with separate technical customer success or professional services teams on shared enterprise accounts.
• Background in utilizing AI to enhance customer success workflows with measurable outcomes.
• Knowledge of the commercial dynamics within enterprise retail, grocery, or e-commerce platforms.
• Experience in translating client feedback into structured product insights and driving the adoption of new features.

Skills & tools

• StorefrontPro
• Enterprise API (Fulfillment and Ads)
• CarrotAds

Practical notes

• This position follows a Flex First model, allowing for remote work from home, an office, or another location of your choice.
• Preference is given to candidates located near Toronto for enhanced cross-functional collaboration.
• The compensation package includes a base salary, equity grants, and annual refresh grants.
• CA, NY, CT, NJ: $230,000 - $243,000 USD
• WA: $221,000 - $233,000 USD
• OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $212,000 - $223,500 USD
• All other states: $192,000 - $202,500 USD
• For more information, please review Instacart's Flex First remote work policy and benefits offerings.

About the company

Instacart is a grocery delivery and pick-up service that operates across the United States and Canada. Founded by Apoorva Mehta, Max Mullen, and Brandon Leonardo in 2012, Instacart partners with more than 1,400 retail banners across over 80,000 stores. The company went public on NASDAQ in September 2023.