Customer Success Manager
at Instacart
Remote
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.
Instacart is a Flex First team
There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.
Overview
The Customer Success team partners with our CPG customers to drive value creation and satisfaction with Eversight’s pioneering SaaS solutions. The Customer Success Manager oversees the complete customer journey. This includes onboarding 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.
About the Job
- You will serve as point person for a portfolio of enterprise CPG customers, leading customer relationship management for 6 to 7 figure deals
- You will establish high levels of customer partnership and trust, demonstrating a deep understanding of their promotional strategies, business objectives, and operating processes
- You will lead customers from implementation and training through to active, productive utilization of Eversight’s product(s)
- You will collaborate with customers to advise on organizational or process changes required to integrate micro-testing and consumer insights into their existing business processes
- You will deliver on the above on schedule by maintaining momentum on many work-streams with multiple stakeholders and deliverables
- You will effectively delegate tasks while managing requests among multiple client teams
- You will act as a mentor to internal team members on specific subject matters and domains
About You
Minimum Qualifications
- You have 5+ years of relevant work experience
- You have a history of managing complex customers across multiple stakeholder points of contact, with high customer satisfaction
- You have experience motivating customers/clients through process or organizational change to desired outcomes
- You have demonstrated experience in account growth, with a track record of expanding existing customer relationships through cross-selling or upselling
- You have an analytical background; experience analyzing data and synthesizing it into data-driven stories and presentations; experimental design experience is a plus
- You have project/engagement management experience; successfully delivering complex projects on time
- You have an understanding of the CPG and retail ecosystem (5+ years exposure)
Preferred Qualifications
- Direct exposure to consumer/shopper behavioral insights and/or promotional/pricing strategy development
- Direct experience working for a CPG in a Revenue Management, Sales, Category Management, or Insights capacity, or experience working for a CPG Solutions Provider in Promotion Optimization, Panel Data, and/or Loyalty Insights
- Preferred location in the Midwest or East Coast to allow for easy customer travel (25%)
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. This role also includes a Sales Incentive Plan. 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.