Senior Customer Engagement Manager

About the role

Instabase is a consumption-based pricing model company that offers an AI platform to enable organizations to solve unstructured data problems. Our market opportunity is vast, with offices in San Francisco and Bengaluru and a global team of people-first individuals.

Responsibilities

• Drive Strategic Technical Delivery: Lead execution and governance for our most complex, high-value AI implementation programs from scoping to deployment, ensuring measurable business impact.
• Secure Retention and Accelerate Renewals: Partner with Sales, Account Management, and Customer Success executives to safeguard recurring revenue, proactively manage account health, mitigate churn risk, and secure multi-year renewals.
• Drive Value Realization & Continuous Adoption: Partner with enterprise business sponsors post-go-live to define, track, and report on key business value metrics (ROI, cost reduction, throughput) to ensure deep platform adoption.
• Establish Senior Executive Governance: Establish and lead Quarterly and Executive Business Reviews (QBRs/EBRs) with C-suite and VP-level stakeholders, aligning Instabase’s platform capabilities with their overarching corporate goals.
• Proactively Unlock Expansion Opportunities: Act as an enterprise partner to identify new departments, use cases, and business processes that can be transformed by Instabase, driving upsell pipeline in collaboration with Sales.
• Influence Product Strategy: Synthesize and champion critical product feedback, feature requests, and delivery challenges from our largest US accounts, partnering directly with Product and Engineering leadership to help steer the Instabase roadmap.
• Mentor and Develop the Team: Serve as a mentor to mid-level and associate CEMs, model delivery best practices, and contribute to scaling team templates, playbooks, and strategic methodologies.
• Manage High Ambiguity and Risk: Proactively navigate complex enterprise politics, manage escalations gracefully, and coordinate cross-functional resolution for technical, operational, or alignment risks.

Requirements

• 6–8+ years of experience working directly within the insurance industry (e.g., P&C, Life, Commercial, reinsurance, or brokerage).
• Strong understanding of core insurance operations, such as claims processing, underwriting, policy administration, or compliance.
• Rigorous Program & Project Management: Proven track record of leading complex, multi-stakeholder delivery engagements, project governance, risk management, and timeline execution.
• Executive Gravitas & Relationship Leadership: Exceptional communication and relationship-building skills, with a proven track record of acting as a "trusted advisor" to senior insurance leaders (VPs, COOs, Heads of Claims/Underwriting) and aligning various business and IT stakeholders.
• High Technical Curiosity (We’ll Teach You the Tech!): Strong analytical and logical aptitude, and comfort learning how software integrations, data structures, and automation platforms map to operational workflows.
• Value-Driven Commercial Mindset: Experience in post-implementation value tracking (e.g., defining ROI, throughput gains, and cost-of-service reductions) to ensure deep organizational adoption and identify new operational areas that can benefit from automation.
• Resilience in Legacy Environments: Highly collaborative, self-motivated, and energized by navigating the complex IT landscapes, regulatory requirements, and change-management challenges typical of major insurance enterprises.

Qualifications

• Master's degree in Computer Science, Data Science, or related field, or equivalent practical experience.
• Experience with AI and machine learning technologies.
• Experience with data integration and data warehousing.
• Experience with cloud-based platforms and services.

Skills

• Strategic thinking and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to build and maintain strong relationships with senior executives.
• Experience with project management tools and methodologies.

Benefits

• Flexible PTO
• Comprehensive Coverage (medical, dental, vision insurance)
• 401(k) with Matching
• Parental Leave & Fertility Benefits
• Therapy Sessions Covered
• Wellness Stipend
• Lunch on Us