Customer Success Manager

Summary

Join our team and experience the excitement of working at and growing with an expanding team within Instacart where you can make a huge difference.

Requirements

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

Responsibilities

• Serve as point person for a portfolio of multi-stakeholders and retail customers, sometimes owning entire customer relationships
• Establish high levels of customer partnership and trust, demonstrating a deep understanding of their promotional and pricing strategies
• Leverage insight into customers to manage expectations and motivate them through unlocking 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 overall promotional and price planning process
• Deliver on the above on schedule by maintaining momentum on many work-streams with multiple stakeholders and deliverables
• Contribute to the development of best practices and internal tools / automation opportunities across the customer success lifecycle
• Support customers in the development and testing of 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
• Effectively delegate tasks while managing requests among multiple client teams
• Act as a mentor to others on specific subject matters
• Motivate others and provide continuous feedback

Benefits

• Highly market-competitive compensation
• Remote work option
• Base pay range: $106,000 — $142,000 USD (dependent on location)
• New hire equity grant as well as annual refresh grants