Senior Director, Enterprise Delivery and Growth

Minimum Qualifications

• 12+ years of enterprise software leadership spanning post-sale functions at a B2B SaaS or enterprise technology company.
• Direct, accountable leadership of a professional services, implementation, or delivery organization, with demonstrated understanding of org design, quality drivers, and scale failure modes.
• Direct, accountable leadership of a customer success or account management organization responsible for post-live growth, NRR, and expansion.
• Ownership of a combined post-sale P&L with $200M+ ARR, accountable across the full customer lifecycle (implementation through renewal/expansion).
• 5+ years managing Director-level leaders across distinct functional disciplines, with a track record of setting standards and holding senior leaders accountable without micromanagement.
• Proven success operating in a BD/Sales-led commercial environment and establishing shared norms across BD, Delivery, and CS without imposing rigid process.
• Experience leading or directly managing a solutions architecture, technical account management, or professional services engineering function, with an understanding of how technical delivery teams complement commercial account teams on shared enterprise accounts.
• Demonstrated ability to integrate technical and commercial organizations under a unified operating model — including solutions architecture, technical account management, and engineering functions alongside commercial success teams — while preserving functional depth and career paths within each discipline.
• Deep familiarity with enterprise retail, grocery, or adjacent complex B2B domains, including how large retailers evaluate, implement, and scale technology solutions.

Preferred Qualifications

• Track record of improving time-to-live and implementation quality at scale, with measurable gains in launch speed, activation rates, or delivery consistency.
• Experience transforming CS from reactive enablement to proactive business advisory, including talent strategy, operating model, and tooling changes.
• Hands-on design of implementation-to-success motions where delivery and success run in parallel on the same accounts.
• Experience running commercial success and technical account management as distinct disciplines within the same organization, with clear role boundaries, shared account ownership models, and escalation protocols.
• Track record of building or scaling a TAM or technical success function — including defining the role boundary between TAM, solutions architecture, and support — with clear career ladders that attract and retain technical talent.
• Background operating across multiple software business lines with distinct GTM and delivery motions and establishing cross-portfolio coordination standards.
• Familiarity with tiered CS models (high-touch for strategic accounts and scaled/digital for the long tail) and when to apply each.
• Experience applying AI to augment CS, TAM, and delivery workflows to scale coverage and quality without linear headcount growth.
• Background in or strong exposure to grocery, retail technology, ecommerce platforms, or supply chain software.

#LI-Remote

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.…