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Overview
Instacart's Enterprise Solutions team partners with North America's largest grocery and retail chains to power their digital commerce through StorefrontPro, FulfillmentPro, CarrotAds, and adjacent software products. We're seeking a Senior Director, Enterprise Delivery and Growth to serve as the leader for this software portfolio — accountable for the full retailer experience from first implementation through ongoing growth and renewal.
In this highly visible, impact-driven role, you will lead three Director-led organizations — Retailer Delivery (implementations), Enterprise Architecture & Engineering (solutions architecture, technical account management, and forward-deployed engineering), and Retailer Success (post-live growth and expansion) — and own the outcomes that matter: time-to-live, implementation quality and CSAT, adoption velocity, net revenue retention (NRR), and expansion GTV. You'll partner closely with Business Development, Product, Engineering, Data Science, and support teams to align roadmaps, operating models, and tooling that reduce complexity and scale outcomes without linear headcount growth.
This is a roll-up-your-sleeves leadership opportunity for someone who thrives in a fast-paced, BD-led commercial environment, brings executive presence with enterprise retailers, and can set high standards while empowering senior leaders. The role is remote across the United States and Canada, with a preference for proximity to Toronto for key cross-functional collaboration.
About the Job
- Act as the leader for StorefrontPro, Enterprise API (Fulfillment and Ads), and FoodStorm, owning the software portfolio's business outcomes end to end — including NRR, expansion GTV, gross revenue retention, time-to-live, implementation quality, and post-live adoption velocity.
- Lead and set the strategic agenda for three Director-led teams — Retailer Delivery, Enterprise Architecture & Engineering, and Retailer Success — evolving post-sale engagement from feature enablement toward consultative business advisory that drives retailer ecommerce P&L results.
- Build a senior consultative CS capability by hiring and sponsoring Principal Growth Strategists who engage retailer executives on strategy, merchandising, and operations — not just platform configuration — and who can influence roadmap adoption.
- Define and operationalize the joint BD-CS operating model for enterprise accounts, setting soft standards and shared expectations that preserve BD's commercial leadership while ensuring consistent, high-quality execution and escalations.
- Set the strategic standard for enterprise implementations and own time-to-live as a business lever; champion tooling, automation, and platform investments with Product and Engineering that improve launch speed, activation, and quality at scale.
- Design the implementation-to-success motion as an intentionally managed lifecycle (not a document handoff), ensuring launches transition seamlessly into early-lifecycle growth with clear ownership and accountability.
- Lead the Enterprise Architecture & Engineering organization — encompassing solutions architecture, technical account management (TAM), and forward-deployed engineering — to drive technical delivery excellence, ecosystem and API adoption, integration quality, and platform reliability across the retailer portfolio.
- Represent the portfolio narrative to executive leadership — integrating delivery performance, post-live growth, pipeline risk, and outlook — while maintaining executive presence with retailer counterparts during high-stakes moments.
About You
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.
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