• Manage the entire post-sales lifecycle: onboarding, adoption, retention, and expansion • Continuously improve CS processes, playbooks, and tooling • Act as primary point of contact for key accounts and build long-term customer relationships • Monitor customer health scores and proactively identify risks and opportunities • Collaborate with CS Engineers and Support to resolve complex product or technical topics • Track CS KPIs and share insights with Product, Tech, and Sales to drive product improvements • Support self-service formats such as our knowledge base and customer learning portal • Take ownership of operational excellence in the CS function and drive efficiency at scale

• Monitor and manage inbound customer emails • Screen, categorise, and prioritise enquiries for efficient handling • Respond to customer queries in a professional, timely, and brand-aligned manner • Build and maintain accurate customer profiles within CRM systems • Capture key customer information to support personalised engagement • Segment and categorise customers for improved service and targeting • Prepare and send standardised / templated quotes based on predefined pricing structures • Ensure accuracy and consistency across all customer communications • Liaise internally for any non-standard requests • Coordinate appointments, calls, and follow-ups • Manage calendars and booking systems

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 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’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 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. Please read more about our benefits offerings here. For US based candidates, the base pay ranges for a successful candidate are listed below. CA, NY, CT, NJ $86,000—$91,000 USD WA $83,000—$87,500 USD OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI $79,000—$83,500 USD All other states $72,000—$76,000 USD

ABOUT US Join us in inspiring everyone to express their unique beauty. IPSY is the beauty industry’s most powerful platform, uniting brands, creators, and hyper-engaged consumers with unprecedented access to each other through the ultimate beauty membership. Home to sample-size subscription IPSY Original, full-size subscription IPSY Extra, and quarterly, limited-edition collection IPSY Ultimate, we curate beauty for millions of members so they can play, explore, and express their unique beauty every day. We think self-discovery, self-expression, and confidence are beautiful. Agree? Then join us! Explore careers and learn more about our values, culture, and benefits across all our brands: IPSY Careers. We're proud to be a remote-first company. Our fully remote team members have the chance to live and work where they want, because we believe work should fit into your life—not the other way around. We offer monthly virtual activities, company-wide offsites, professional development, and learning sessions, to help our team members stay connected, engaged, and impactful while working virtually. United States Remote: Remote positions which may be performed in any of the states where IPSY has established a Business presence: Arizona, California, Connecticut, Florida, Illinois, Kansas, Massachusetts, Missouri, North Carolina, New York, New Jersey, Nevada, Ohio, Pennsylvania, Texas, and Washington. California Privacy Notice Beware job scams! IPSY recruiters only use @ipsy.com email addresses. We do not interview via text/message/Teams. We don't ask for software downloads (except Zoom) and we will never ask for sensitive information (like SSN/bank info). Suspect fraud? Report it to law enforcement and recruiting@ipsy.com. About the Role: IPSY is seeking a CRM Manager, Reactivation to own and transform our resubscription growth engine. This role is accountable for driving former members back into the IPSY ecosystem — increasing resubscriber volume, improving reactivation efficiency, and elevating the long-term value of returning members--in partnership and support of your manager (Senior Director). This is a highly commercial, cross-channel role. You will forecast and drive performance against resubscriber targets, proactively identify risks, and design mitigation plans in partnership with channel owners across email, push, SMS, paid media, organic, site experience, and interstitials. Beyond execution, this role will help evolve and improve how IPSY approaches reactivation today — shifting from tactical campaigns to a data-driven, personalized, cross-channel strategy rooted in member behavior, predictive signals, and experimentation. You will partner closely with Lifecycle, Paid Media, Tech (Product, Engineering), Data/Analytics, Creative, Operations, Legal, and CX to build scalable programs that deliver measurable growth. This position reports to the Senior Director of Loyalty and can be fully remote from the 16 U.S. states where IPSY hires (see application for list). What You’ll Be Doing: Own Commercial Reactivation Performance - Drive resubscriber targets across all subscription programs (Original, Extra, Ultimate) - Report out to team, cross-functional partners, and executive leadership in Weekly, Monthly business performance forums and discussions - Build and manage reactivation forecasts; monitor weekly/monthly performance versus plan - Proactively identify risks and performance gaps; develop mitigation strategies in partnership with channel leads - Translate performance into executive-ready narratives highlighting key drivers, insights, and next actions Design and Support the Cross-Channel Reactivation Strategy - Develop an integrated reactivation framework spanning email, push, SMS, paid media, organic, on-site experience, and interstitials - Partner with channel owners to activate against shared plans and optimize gift budget allocation across channels - Advance segmentation and personalization strategy for former members using behavioral, transactional, and predictive signals - Elevate triggered, always-on, and promotional programs to maximize incremental lift and efficiency - Design and lead rigorous testing roadmaps (offer, cadence, creative, messaging, timing, channel mix) Transform the Reactivation Program - Act as a visible change agent — rethinking how IPSY approaches churned members - Introduce new ways of working that increase personalization, automation, and measurable accountability - Partner with Marketing Ops and Data to improve targeting logic, reporting visibility, and operational scalability - Champion experimentation and continuous optimization across channels Lead Cross-Functional Activation & Operations - Partner closely with channel owners (Email, Push, SMS, Paid, Site/Organic) to ensure alignment on targets and execution - Partner with Finance on annual operation plan, updated performance trends, and reforecasting as needed - Support operational workflows as needed, including: - Interstitial execution and optimization - Legal copy alignment and approvals - Gift-with-resubscription operations (budget alignment, inventory checks, unit tracking) - Coordinating product setup in dotCMS (including product IDs and availability) - Ensure alignment across Creative, Merchandising, CX, Technology, and Operations to deliver a seamless returning-member experience - Partner with Marketing Ops and Tech teams to support new launches and troubleshoot issues that impact resubscription performance - Support ad hoc strategic initiatives and special projects related to churn, win-back, and member lifecycle growth What We Are Looking For: Commercial & Analytical Rigor - 8+ years of lifecycle, CRM, growth, or subscription marketing experience - Demonstrated ownership of revenue-driving programs tied to retention, reactivation, or subscriber growth - Exceptional analytical storytelling skills — able to connect performance data to financial impact, diagnose root causes, and articulate clear recommendations with confidence in executive forums - Strong forecasting experience and comfort managing to performance targets - Proven ability to identify risk early and design mitigation strategies - Advanced A/B testing and experimentation experience - Strong analytical fluency (Excel/Google Sheets required; familiarity with Tableau, Sigma, Amplitude, Looker, etc.) Cross-Channel Lifecycle Expertise - Strong experience across email, push, SMS, and Site Marketing; familiarity partnering with paid media teams strongly preferred. - Experience working within enterprise ESPs (Iterable preferred; Braze, Salesforce Marketing Cloud, etc.). - Strong understanding of segmentation, personalization, triggered journeys, and automation. - Experience operating within subscription and/or eCommerce businesses preferred. Change Leadership & Influence - Ability to collaborate effectively with cross-functional stakeholders and drive alignment on shared goals - Comfortable operating in ambiguity and building new systems where none exist - Strong executive communication skills — able to distill complexity into clarity - Balances strategic thinking with hands-on execution Leadership Profile - Highly accountable and performance-oriented - Detail-driven but able to zoom out to the broader business impact - Thrives in fast-paced environments - Bachelor’s degree required Why This Role Matters Reactivation is one of IPSY’s most powerful growth levers. This role will define how we modernize win-back strategy, scale personalization, and unlock incremental subscriber growth in a capital-efficient way. If you are equal parts strategist, operator, and change agent — and want to build a best-in-class resubscription engine — we’d love to meet you. What We Offer: - Competitive base salary & bonus program - Medical, dental & vision insurance - 401(k) plan with company match - Paid Time Off - Work from home flexibility - Free IPSY Extra subscription - Learning & development programs EEO Statement: We celebrate diversity and are an equal-opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic. If you need reasonable accommodation in the application or employment process, please contact us. Please review our California Privacy Notice. #LI-SB #LI-Remote Pay is based on several non-discriminatory factors such as experience, education, skills, and location. IPSY offers a bonus and competitive benefits. Final compensation is determined by experience and skills. Salary Range: $95,000—$120,000 USD