Manager of Customer Success, Instacart

• 10+ years of work experience with 3+ years of team leadership 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
• Demonstrated ability to motivate clients through process or organizational change
• Excellent communication skills, embodying our "Communicates Effectively" competency

Desirable

• The Customer Success team partners with our CPG customers to drive value creation and satisfaction with Eversight’s pioneering SaaS solutions
• The Manager of Customer Success will oversee a team of Customer Success professionals focused on emerging and mid-market brands in CPG
• This includes coaching your team through the onboarding of 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
• Lead, mentor, and develop strategic plans for a team of up to 6 Customer Success Managers and Associates, driving team performance and customer satisfaction across your portfolio while embodying our "Serve Generously" value
• Partner closely with the Director, Customer Success and other Managers to standardize processes, build playbooks, and establish best practices across the broader commercial organization
• Foster a culture of continuous learning and improvement within your team, actively identifying and creating opportunities for professional growth
• Oversee the customer journey from onboarding to full adoption, ensuring your team guides customers through the process of generating insights from micro-testing and using those insights to roll out optimal prices and promotions at scale
• Manage key customer relationships, acting as a senior point of contact for a portfolio of multi-stakeholder customers
• Drive customer engagement and satisfaction with Eversight's SaaS solutions, focusing on value creation and transformative outcomes
• Guide your team in analyzing and synthesizing test results, ensuring the delivery of data-driven insights that influence customer strategies
• 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
• Act as the internal voice of the customer, synthesizing expectations and preferences for Product, Engineering, and Data Science teams