Customer Success Manager, Cpg

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

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Overview

Eversight - an Instacart company, is the recognized leader in AI-powered pricing and promotions. Global brands and retailers rely on the Eversight platform to optimize pricing in response to market conditions and to deliver higher ROI on promotional spend. Eversight’s Pricing Suite and Offer Innovation Suite solutions are driving strong margin and sales volume improvements for leading companies such as Coca-Cola, Frito-Lay, Raley’s and Schnucks. Founded in 2013, Eversight is headquartered in Palo Alto, California, with offices in Chicago and New York.

The Customer Success team partners with our CPG and retail customers to drive value creation and satisfaction with Eversight’s pioneering SaaS solution. The Customer Success Manager manages customer relationships from onboarding, guiding them through the process of generating insights from micro-testing and using those insights to roll out optimal promotions at scale. This is an opportunity to experience first-hand the excitement and challenge of introducing a novel and demonstrably superior capability to transform an industry.

About The Job

Relationship Management

• You will establish high levels of customer partnership and trust, demonstrating a deep understanding of their promotional and pricing strategies
• You will support customers through requests, issues, and feedback
• You will serve as point person for a portfolio of multi-stakeholder CPG and retail customers, sometimes owning entire customer relationships
• You will leverage insight into customers to manage expectations and motivate them through unlocking the full potential of Eversight’s product

Engagement Management

• You will lead customers from implementation and training through to active, productive engagement with the product
• You will collaborate with customers to advise on organizational or process changes required to integrate micro-testing into their overall promotional and price planning process
• You will deliver on the above on schedule by maintaining momentum on many workstreams with multiple stakeholders and deliverables
• You will contribute to the development of best practices and internal tools / automation opportunities across the customer success lifecycle

Experimental Design and Analysis

• You will support customers in the development and testing of hypotheses about new promotional and price strategies and offers
• You will present findings to customers, influencing them to implement optimal offers at scale and leverage insights about shopper behavior into their broader promotional and pricing strategies
• You will analyze and synthesize test results into customer-level insights and areas for further experimentation

Internal Voice of the Customer

• You will synthesize customers’ expectations and preferences for Product, Engineering, and Data Science teams to make improvements

Leadership and Mentorship

• You will effectively delegates tasks while managing requests among multiple client teams
• You will act as mentor to others on specific subject matters
• You will motivate others and provides continuous feedback

Goals

• Your customer Experience - Eversight’s customers are delighted and fully supported through the deployment and integration of the product into their promotional and price planning process
• Your renewals and Expansions - Customer Success and Sales share responsibility and incentives for this lagging indicator of successfully achieving the above outcomes
• Your customer ROI - Eversight’s product is firmly embedded in customers’ promotional and price planning process, with customers actively using the product and fully leveraging the insights it generates to transform the effectiveness of their pricing and promotions

What’s In It For You

• You will be part of an exceptionally talented team that retains a significant focus on personal and professional development
• You will be part of a significant period of growth for the business
• You will experience the excitement of working at and growing with an expanding venture-backed SaaS startup where you can make a huge difference

About You

• You are capable of ingesting and synthesizing complex data down to the key story elements to compel and sell to key stakeholders
• You are an outcome-driven engagement leader who anticipates and overcomes bottlenecks
• You are an analytical thinker with a talent for decomposing problems and generating scalable solutions
• You have a foundational understanding of the CPG and retail ecosystem (2+ years exposure); preferably direct exposure to consumer/shopper insights and/or promotional/pricing strategy
• You have a history of managing complex customer organizations with multi-threaded stakeholder management to high customer satisfaction
• You are customer-obsessed and seek to develop deep relationships with key customer stakeholders as you operate as a strategic partner
• You have an analytical background with experience analyzing and synthesizing data into insights-driven stories and presentations; experimental design experience is a plus
• You have project/engagement management experience, successfully delivering complex deliverables on time
• You have 7+ years of work experience
• You have experience motivating customers/clients through process and/or organizational change management to desired outcomes
• You are collaborative and looking for a strong team-oriented environment
• You are fully vaccinated and boosted, as you will be going to customer sites that require this
• You have a proven track record of renewing and expanding key accounts
• You are interested in joining a dynamic, entrepreneurial environment that requires adaptability and rapid reprioritization

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.

For US based candidates, the base pay ranges for a successful candidate are listed below.

CA, NY, CT, NJ

$126,000—$140,000 USD

WA

$121,000—$134,000 USD

OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI

$116,000—$129,000 USD

All other states

$104,000—$116,000 USD

Accommodations & Accessibility

At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.