Customer Success Manager - Eversight

$128,000 - $142,000/Yr

Instacart - Remote, OR

Full-time - Mid Level

Remote - Remote, OR

Couriers and Messengers

About the position

The Customer Success Manager at Instacart's Eversight team is responsible for managing customer relationships, guiding them through the onboarding process, and ensuring they derive maximum value from Eversight's AI-powered pricing and promotions platform. This role involves engaging with multiple stakeholders, analyzing promotional strategies, and synthesizing insights to drive customer satisfaction and ROI. The position offers the opportunity to work in a dynamic environment, focusing on personal and professional development while contributing to the growth of the business.

Responsibilities

• Serve as the point person for a portfolio of multi-stakeholders and retail customers, managing entire customer relationships.
• Establish high levels of customer partnership and trust, demonstrating a deep understanding of their promotional and pricing strategies.
• Leverage insights into customers to manage expectations and motivate them to unlock the full potential of Eversight's product.
• Support customers through requests, issues, and feedback.
• Lead customers from implementation and training through to active, productive engagement with the product.
• Collaborate with customers to advise on organizational or process changes required to integrate micro-testing into their promotional and price planning process.
• Maintain momentum on multiple work-streams with various stakeholders and deliverables to ensure timely delivery.
• Contribute to the development of best practices and internal tools/automation opportunities across the customer success lifecycle.
• Support customers in developing and testing hypotheses about new promotional and price strategies.
• Analyze and synthesize test results into customer-level insights and areas for further experimentation.
• Present findings to customers, influencing them to implement price learnings at scale and leverage insights about shopper behavior into their broader strategies.
• Synthesize customers' expectations and preferences for Product, Engineering, and Data Science teams to make improvements.
• Delegate tasks effectively while managing requests among multiple client teams.
• Act as a mentor to others on specific subject matters, providing continuous feedback.

Requirements

• 5 years of work experience in customer success or a related field.
• History of managing complex customers with multiple stakeholder points of contact, achieving high customer satisfaction.
• Experience motivating customers/clients through process or organizational change to desired outcomes.
• Analytical background with experience analyzing data and synthesizing it into data-driven stories and presentations; experimental design experience is a plus.
• Project/engagement management experience with a track record of successfully delivering complex projects on time.
• Understanding of the CPG and retail ecosystem with at least 2 years of exposure.

Nice-to-haves

• Direct exposure to consumer/shopper behavior and/or promotional/pricing strategy.

Benefits

• Highly market-competitive compensation and benefits.
• Remote work flexibility under the Flex First policy.
• Eligibility for new hire equity grants and annual refresh grants.