Customer Success Manager - Eversight

Overview

About the Role

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 prices and 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 a market.

About the Team

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 Retail Pricing Suite provides price management and optimization for retailers across all of their sales channels. Founded in 2013, Eversight recently joined Instacart in September 2022.

About the Job 

Relationship Management

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

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 work-streams with multiple stakeholders and deliverables
• You will contribute to the development of best practices and internal tools / automation opportunities across the customer success lifecycle Pricing and Promotion Analysis
• You will support customers in the development and testing of hypotheses about new promotional and price strategies 
• You will analyze and synthesize test results into customer-level insights and areas for further experimentation
• You will present findings to customers, influencing them to implement price learnings at scale and leverage insights about shopper behavior into their broader strategies

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

Goals

• 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
• 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

What’s in it for You

• You will experience the excitement of working at and growing with an expanding team within Instacart where you can make a huge difference
• 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

About You

• You develop deep relationships with customers: operating as a strategic second set of eyes; obsesses about driving value at our customers
• You are an analytical, framework thinker with a talent for decomposing problems and generating generalizable solutions
• You are outcome-driven engagement leader who anticipates bottlenecks and gets things done
• You are capable of ingesting a lot of data and simplifying down to the key story elements that encapsulate the executive synthesis for a given audience
• You are interested in joining a dynamic, entrepreneurial environment that requires adaptability and rapid reprioritization
• You are collaborative and looking for a strong team-oriented environment

Minimum Qualifications

• You have 5 years of work experience
• You have a history of managing complex customers with 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 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 (2+ years exposure)

Preferred Qualifications

• Direct exposure to consumer/shopper behavior and/or promotional/pricing strategy