Who can apply: US-based role. The employer has not said which states are eligible — confirm before applying.

Location as listed by the employer: “Canada - Remote (ON, AB, BC, or NS Only); Remote - United States”

Opens the employer's official application page.

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About this role

Instacart is hiring for a Director of Customer Success role. See the official posting for full details.

Requirements

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 adoption velocity, time-to-value, health score, at-risk portfolio, CSAT, QBR quality and support BD with GRR, NRR, and expansion.
Track record of managing managers with demonstrated ability to set standards and develop senior leaders without micromanagement.
Ownership of a CS book of business or post-sale P&L of meaningful scale (e.g., $1000M+ ARR) with documented outcomes on Adoption, NRR, GRR, or expansion.
Proven success operating in a BD- or Sales-led commercial environment — clear instinct for where the CS lane begins and ends, comfort with shared standards rather than rigid RACI/process.
Demonstrated executive presence with enterprise customer counterparts (VP / SVP / C-level), including the ability to deliver hard news, navigate escalations, and rebuild trust after issues.
Experience designing and operating segmented CS coverage models (high-touch for strategic accounts, scaled/digital for the long tail), including capacity planning and exception handling.
Hands-on experience hiring senior CS talent — with a clear point of view on profile, comp, and ramp.

Summarized from the employer's posting — check the full posting for every requirement.

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