Senior Customer Engagement Manager

Role Overview

• Drive Strategic Technical Delivery: Lead execution and governance for our most complex, high-value AI implementation programs from scoping to deployment, ensuring they deliver measurable business impact.
• Secure Retention and Accelerate Renewals: Partner closely 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) or as a lead consultant/program manager driving digital transformation for tier-1 insurance carriers.
• Strong understanding of core insurance operations, such as claims processing, underwriting, policy administration, or compliance. You understand the operational pain points of document-heavy manual workflows and how automation directly impacts key insurance metrics (e.g., combined ratios, loss adjustment expenses, and cycle times).
• Rigorous Program & Project Management: Proven track record of leading complex, multi-stakeholder delivery engagements, project governance, risk management, and timeline execution. You are highly comfortable coordinating cross-functional teams to deliver operational changes in legacy corporate environments.
• 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!): You do not need a background in software engineering, AI, or computer science. We will fully train you on the Instabase platform. However, you must have strong analytical and logical aptitude, and feel comfortable 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.

Benefits

• Flexible PTO: Because life is better when you actually live it!
• Comprehensive Coverage: Top-notch medical, dental, and vision insurance.
• 401(k) with Matching: We’ve got your back for a secure future.
• Parental Leave & Fertility Benefits: Supporting you in growing your family, your way.
• Therapy Sessions Covered: Mental health matters— 10 free sessions through Samata Health.
• Wellness Stipend: For gym memberships, fitness tech, or whatever keeps you thriving.
• Lunch on Us: Enjoy a lunch credit when you're in the office.