Senior Customer Engagement Manager

At Instabase, we're democratizing access to cutting-edge AI innovation to enable any organisation to solve previously unsolvable unstructured data problems in their industry.

As a Senior Customer Engagement Manager (L5) specializing in the Insurance Vertical, you will own relationships with strategic and complex US insurance carriers end-to-end. You will act as a bridge between legacy insurance operations and Instabase's cutting-edge AI platform, leading delivery programs that transform how carriers process unstructured data.

Responsibilities:

• Drive Strategic Technical Delivery: Lead execution and governance for 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 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.
• Establish Senior Executive Governance: Establish and lead Quarterly and Executive Business Reviews (QBRs/EBRs) with C-suite and VP-level stakeholders.
• Proactively Unlock Expansion Opportunities: Identify new departments, use cases, and business processes that can be transformed by Instabase.
• Influence Product Strategy: Synthesize and champion critical product feedback, feature requests, and delivery challenges from large US accounts.
• Mentor and Develop the Team: Serve as a mentor to mid-level and associate CEMs, modeling delivery best practices.
• Manage High Ambiguity and Risk: Navigate complex enterprise politics, manage escalations, and coordinate cross-functional resolution for technical, operational, or alignment risks.

Requirements:

• 6–8+ years of experience working within the insurance industry 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.
• Proven track record of leading complex, multi-stakeholder delivery engagements and project governance.
• Exceptional communication and relationship-building skills, with a proven track record of acting as a 'trusted advisor' to senior insurance leaders.
• Strong analytical and logical aptitude, with comfort learning software integrations, data structures, and automation platforms.

Benefits:

• Flexible PTO
• Comprehensive Coverage: medical, dental, and vision insurance
• 401(k) with Matching
• Parental Leave & Fertility Benefits
• Therapy Sessions Covered: 10 free sessions through Samata Health
• Wellness Stipend: for gym memberships, fitness tech, or wellness activities
• Lunch on Us: enjoy a lunch credit when in the office