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
About the Role
As a Manager of Customer Success for Eversight by Instacart, you'll be at the forefront of AI-powered pricing and promotions innovation. This role offers a unique opportunity to lead a team that directly impacts how our global brand and retail partners leverage Eversight's pioneering SaaS solutions. Your work will be crucial in ensuring customer success, fostering strong relationships, and driving business growth through successful implementations and renewals.
You will guide your team in partnering with our customers to drive value creation and satisfaction, managing relationships from onboarding through to generating insights from micro-testing and implementing optimal prices and promotions at scale. This position embodies Instacart’s core competency of "Drives Results" by focusing on deliverables that propel us towards achieving individual, team, and company goals, while also embracing the excitement and challenge of introducing novel and demonstrably superior capabilities to the 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
In this role, you will:
- 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
- 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 the primary 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
- 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
About You
Minimum Qualifications:
- 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
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
- Experience in a high-growth tech company or SaaS environment
At Instacart and Eversight, we believe in 'Rolling Up Your Sleeves' and 'Putting it All on the Table.' As a Manager of Customer Success, you'll have the opportunity to directly impact our business and our customers' success while working in a transparent, collaborative environment. You will not only drive results for our customers but also play a crucial role in shaping the future of our Customer Success organization. Your leadership will be instrumental in developing a high-performing team that consistently delivers value and drives innovation in the AI-powered pricing and promotions space. If you're ready to grow your career while helping grow the pie for everyone in our ecosystem, we want to hear from you!
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.
WA
$147,000—$163,000 USD
OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI
$140,000—$156,000 USD
All other states
$127,000—$141,000 USD
CA, NY, CT, NJ
$153,000—$170,000 USD
Top Skills
What the Team is Saying
What We Do
Instacart, the leading grocery technology company in North America, works with grocers and retailers to transform how people shop. The company partners with more than 1,500 national, regional, and local retail banners to facilitate online shopping, delivery and pickup services from more than 85,000 stores across North America on the Instacart Marketplace. Instacart makes it possible for millions of people to get the groceries they need from the retailers they love, and for approximately 600,000 Instacart shoppers to earn by picking, packing and delivering orders on their own flexible schedule.
Why Work With Us
We provide the ingredients & inspiration for you to shape the career that nourishes you. Our team is building innovative solutions to never-before-solved business, technical, logistical, service, and creative challenges. If you're ready to do the best work of your life, come join our table.
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Instacart Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
No matter where you choose to work-from our offices, from home, or a mix of both- Instacart employees have the same opportunities to grow their career
