Manager, Customer Success

Summary

Join our team as a Manager of Customer Success for Eversight by Instacart and lead a team that directly impacts how our global brand and retail partners leverage AI-powered pricing and promotions innovation.

Requirements

• 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

Responsibilities

• Lead, mentor, and develop strategic plans for a team of up to 6 Customer Success Managers and Associates
• Foster a culture of continuous learning and improvement within your team
• Oversee the customer journey from onboarding to full adoption
• Manage key customer relationships
• Drive customer engagement and satisfaction with Eversight's SaaS solutions
• Guide your team in analyzing and synthesizing test results
• 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

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

Benefits

• Highly market-competitive compensation
• Remote work option
• Base pay range: $127,000 — $170,000 USD (dependent on location)
• New hire equity grant
• Annual refresh grants