The Opportunity

Eversight seeks a Customer Success Manager to manage relationships with leading CPG and retail customers and help transform a $3.4 trillion market. Every year, consumer goods brands and retailers in the US spend nearly 2% of GDP to fund discounts and other promotions, which drive 40% of overall sales volume. Eversight is the pioneer in Offer Innovation, introducing the capability for brands and retailers to discover, test, and deploy more effective promotions using a cloud-based SaaS platform that harnesses the latest in behavioral economics and machine learning.

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 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.

This role is unique in the breadth of exposure it offers to the workings of this rapidly growing startup. Externally, the Customer Success Manager leads relationships with Sales, Revenue Management, Pricing, and the C-suite at customers like Coca-Cola, Mars, and General Mills. Internally, the Customer Success Manager serves as the voice of the customer, working extensively with Engineering, Data Science, and Product. Within Customer Success, this person supports and is supported by a close-knit team to achieve individual and group objectives, including developing best practices for customer engagements.

Eversight brings together a proven team of experts, a premier customer base, and a transformational value proposition harnessing the latest in predictive analytics, cloud software, data science, and behavioral economics. With venture funding from leading investors, we are entering an exciting period of explosive growth and are looking for talented individuals to grow along with us.

Goals

• 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
• 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
• Renewals and Expansions - Customer Success and Sales share responsibility and incentives for this lagging indicator of successfully achieving the above outcomes

Responsibilities

Relationship Management

• Serve as point person for a portfolio of multi-stakeholder CPG and retail customers, sometimes owning entire customer relationships
• Establish high levels of customer partnership and trust, demonstrating a deep understanding of their promotional and pricing strategies
• Leverage insight into customers to manage expectations and motivate them through unlocking the full potential of Eversight’s product
• Support customers through requests, issues, and feedback

Engagement Management

• Lead customers from implementation and training through to active, productive engagement with the product
• Collaborate with customers to advise on organizational or process changes required to integrate micro-testing into their overall promotional and price planning process
• Deliver on the above on schedule by maintaining momentum on many workstreams with multiple stakeholders and deliverables
• Contribute to the development of best practices and internal tools / automation opportunities across the customer success lifecycle

Experimental Design and Analysis

• Support customers in the development and testing of hypotheses about new promotional and price strategies and offers
• Analyze and synthesize test results into customer-level insights and areas for further experimentation
• Present findings to customers, influencing them to implement optimal offers at scale and leverage insights about shopper behavior into their broader promotional and pricing strategies

Internal Voice of the Customer

• Synthesize customers’ expectations and preferences for Product, Engineering, and Data Science teams to make improvements

Leadership and Mentorship

• Effectively delegates tasks while managing requests among multiple client teams
• Acts as mentor to others on specific subject matters
• Motivates others and provides continuous feedback

Behavioral Profile

• Develops deep relationships from ability to operate as a strategic second set of eyes; obsesses about their customers
• Analytical, framework thinker with a talent for decomposing problems and generating generalizable solutions
• Outcome-driven engagement leader who anticipates bottlenecks and gets things done
• Capable of ingesting a lot of data and simplifying down to the key story elements that encapsulate the executive synthesis for a given audience
• Interested in joining a dynamic, entrepreneurial environment that requires adaptability and rapid reprioritization
• Collaborative and looking for a strong team-oriented environment

Experience

• 5 years of work experience
• History of managing complex customers with multiple stakeholder points of contact, with high customer satisfaction
• Experience motivating customers/clients through process or organizational change to desired outcomes
• Analytical background; experience analyzing data and synthesizing it into data-driven stories and presentations; experimental design experience is a plus
• Project/engagement management experience; successfully delivering complex projects on time
• Understanding of the CPG and retail ecosystem (2+ years exposure); prefer direct exposure to consumer/shopper behavior and/or promotional/pricing strategy

Location

Chicago, IL

About the Company:

Eversight 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 Pricing Suite and Offer Innovation Suite solutions are driving strong margin and sales volume improvements for leading companies such as Coca-Cola, General Mills, Raley’s, and Rite Aid. Founded in 2013, Eversight is headquartered in Palo Alto, California, with offices in Chicago and New York.