Overview

About the Role

As a Manager of Customer Success for Eversight by Instacart, you'll be at the forefront of AI-powered pricing and promotions innovation. This role offers a unique opportunity to lead a team that directly impacts how our global brand and retail partners leverage Eversight's pioneering SaaS solutions. Your work will be crucial in ensuring customer success, fostering strong relationships, and driving business growth through successful implementations and renewals.

You will guide your team in partnering with our customers to drive value creation and satisfaction, managing relationships from onboarding through to generating insights from micro-testing and implementing optimal prices and promotions at scale. This position embodies Instacart’s core competency of "Drives Results" by focusing on deliverables that propel us towards achieving individual, team, and company goals, while also embracing the excitement and challenge of introducing novel and demonstrably superior capabilities to the market.

About the Team

You'll be joining the Eversight Customer Success team, a dynamic group that sits at the intersection of AI technology and retail & consumer goods strategy. Our team plays a pivotal role in Instacart's success by ensuring that our partners, including industry leaders such as Coca-Cola, Frito-Lay, Kroger, Schnucks and The Giant Company, fully leverage the power of Eversight's software to optimize their pricing and promotional strategies. 

Founded in 2013 and acquired by Instacart in 2022, Eversight has established itself as the recognized leader in AI-powered pricing and promotions. Your team will be instrumental in helping global brands and retailers optimize pricing in response to market conditions and deliver higher ROI on promotional spend. We embody Instacart's value of "Grow the Pie" by enabling the success of our customers, which in turn drives growth for the entire industry.

About the Job

In this role, you will:

• 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
• 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 the primary 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
• Contribute to the development of best practices and internal tools across the customer success lifecycle
• Act as the internal voice of the customer, synthesizing expectations and preferences for Product, Engineering, and Data Science teams

About You

Minimum Qualifications:

• 8+ years of work 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
• 5+ years of exposure to the CPG and retail ecosystem
• Demonstrated ability to motivate clients through process or organizational change
• Excellent communication skills, embodying our "Communicates Effectively" competency

Preferred Qualifications:

• 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
• 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

At Instacart and Eversight, we believe in 'Rolling Up Your Sleeves' and 'Putting it All on the Table.' As a Manager of Customer Success, you'll have the opportunity to directly impact our business and our customers' success while working in a transparent, collaborative environment. You will not only drive results for our customers but also play a crucial role in shaping the future of our Customer Success organization. Your leadership will be instrumental in developing a high-performing team that consistently delivers value and drives innovation in the AI-powered pricing and promotions space. If you're ready to grow your career while helping grow the pie for everyone in our ecosystem, we want to hear from you!