Original listing text, shown exactly as published by the company.
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.
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.…
