Senior Customer Success Associate

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 Senior Associate supports 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, delivering impactful software demonstrations and trainings, and partnering closely with Product and Engineering to identify product bugs and enhancement opportunities. 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

• Forge and nurture strong relationships with key customer stakeholders, including power users and program managers.
• Serve as the subject matter expert for customers, providing guidance to help them maximize Eversight's innovative capabilities.
• Work directly with customers to implement promotional strategies and insights that deliver transformative outcomes.
• Deliver a high-quality customer experience through strong project management, ensuring timely outputs and proactively addressing bottlenecks.
• Manage multiple data-driven processes and schedules while maintaining a high standard of execution.
• Standardize customer support materials and processes to improve scalability.
• Represent the "voice of the customer" internally, working closely with Product, Engineering, and Data Science teams to recommend improvements and add new capabilities.

About You

Minimum Qualifications

• You have 3+ years of work experience, ideally in an analyst or associate role.
• Direct experience with CPG a plus.
• You have a Bachelor's degree, ideally with a business degree or in a quantitative field.
• You have strong analytical skills and advanced proficiency in Excel (e.g., pivot tables, lookups, and complex formulas). You’re comfortable using AI tools as a thought partner to sharpen client deliverables, while the core thinking and the work itself stay your own.
• You're passionate about working directly with customers and excelling at relationship-building; experience in customer-facing or cross-functional roles is a plus.
• You excel at managing multiple workstreams independently, have high attention to detail, and proactively recognize and address challenges.

Preferred Qualifications

• You're a structured problem solver with strong analytical thinking, a curiosity to learn, and an eagerness to create impact.
• You thrive in collaborative environments, with excellent writing and communication skills, and can deliver compelling presentations that address the bigger picture.
• You are intrigued by fast-moving consumer goods, retail, and shopper behavior, with interest in price and promotional strategies; familiarity with CPG or Retail industries is an advantage.
• You enjoy working in a dynamic, entrepreneurial, and close-knit team environment.

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