Manager, Customer Success

Instacart

2d•Remote

About The Position

The Customer Success team partners with our CPG customers to drive value creation and satisfaction with Eversight’s pioneering SaaS solutions. The Manager of Customer Success will oversee a team of Customer Success professionals focused on emerging and mid-market brands in CPG. This includes coaching your team through the onboarding of clients, guiding them through the micro-testing and data mining process to generate valuable insights from our platforms and consulting with CPG companies on how to effectively implement these insights across their organization. The ultimate goal is to help customers roll out optimal promotions and topline revenue driving strategies at scale.This is an opportunity to experience first-hand the excitement and challenge of introducing novel and demonstrably superior capabilities to transform the market. Eversight by Instacart is Instacart’s data and SaaS organization and recognized leader in AI-powered promotion optimization and insights. Global brands and retailers rely on the Eversight platform to optimize promotional strategies in response to market conditions and to deliver higher ROI on promotional spend. Eversight by Instacart’s Data Solutions are driving strong margin and sales volume improvements for leading companies such as Coca-Cola, Frito-Lay, Haleon, and more. Eversight was founded in 2013 and acquired by Instacart in 2022.

Requirements

10+ years of work experience with 3+ years of team leadership experience
Proven track record of developing high-performing teams in a fast-paced, technology-driven environment
Experience managing complex, multi-stakeholder customer relationships with high satisfaction rates
Demonstrated ability to translate complex customer needs into actionable strategies for your team and the broader organization
You have a keen ability to identify trends across multiple customer accounts and leverage these insights to drive strategic decisions
Strong analytical background, including data analysis and synthesis into compelling presentations
Project management experience, successfully delivering complex projects on time
Demonstrated ability to motivate clients through process or organizational change
Excellent communication skills, embodying our "Communicates Effectively" competency

Nice To Haves

Experience with AI-powered solutions, particularly in pricing or promotional strategies
Proven track record of adapting to and driving innovation in rapidly evolving technological landscapes
5+ years experience within the CPG and retail ecosystem
Direct exposure to consumer/shopper behavior analysis
Advanced degree in Business, Economics, or related field
Proficiency with data visualization tools and CRM systems
Experience in a high-growth tech company or SaaS environment

Responsibilities

Lead, mentor, and develop strategic plans for a team of up to 6 Customer Success Managers and Associates, driving team performance and customer satisfaction across your portfolio while embodying our "Serve Generously" value
Partner closely with the Director, Customer Success and other Managers to standardize processes, build playbooks, and establish best practices across the broader commercial organization
Foster a culture of continuous learning and improvement within your team, actively identifying and creating opportunities for professional growth
Oversee the customer journey from onboarding to full adoption, ensuring your team guides customers through the process of generating insights from micro-testing and using those insights to roll out optimal prices and promotions at scale
Manage key customer relationships, acting as a senior point of contact for a portfolio of multi-stakeholder customers
Drive customer engagement and satisfaction with Eversight's SaaS solutions, focusing on value creation and transformative outcomes
Guide your team in analyzing and synthesizing test results, ensuring the delivery of data-driven insights that influence customer strategies
Collaborate cross-functionally to improve product offerings based on customer feedback
Ensure high customer satisfaction, successful renewals, and business expansions
Lead and empower your team in guiding customers through organizational and process changes required to integrate AI-powered pricing and promotional strategies
Act as the internal voice of the customer, synthesizing expectations and preferences for Product, Engineering, and Data Science teams