💼 About This Role

You'll lead the Retailer Success organization, owning commercial CS outcomes like NRR, GRR, and expansion GTV for Instacart's enterprise software portfolio. You'll transform CS from reactive enablement to proactive business advisory, directly influencing retailer executives. This role has a BD-led commercial environment and reports to the Senior Director, Enterprise Delivery and Growth.

🎯 What You'll Do

• Lead the Retailer Success organization, owning NRR, GRR, and expansion GTV.
• Build and develop a senior consultative CS team including L7 Principal Growth Strategists.
• Manage senior managers leading Account Growth Manager (AGM) pods.
• Partner with Enterprise Architecture Engineering on shared account coordination.
• Define and enforce the L7 boundary as strategists, not resolvers.

📋 Requirements

• 8+ years of enterprise customer success, account management, or post-sale leadership.
• Direct, accountable leadership of a customer success organization.
• Experience in a B2B SaaS or enterprise technology company.
• Proven track record of NRR and expansion ownership.

✨ Nice to Have

• Experience with enterprise retail or grocery industry.
• Background in commercial CS transformation.
• Proximity to Toronto for collaboration.

🎁 Benefits & Perks

• 🏖️ Flexible remote work (Flex First team).
• 🏦 Equity and competitive compensation.
• 💻 Home office stipend or similar.
• 🏥 Health insurance coverage.
• 📚 Learning and development opportunities.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min