Senior Customer Engagement Manager

This is a fully remote position, open to applicants in Illinois, +5 more states.

📋 Description

• Lead Strategic Technical Delivery: Oversee the execution and governance of our most intricate and valuable AI implementation programs, from initial scoping to deployment, ensuring they yield measurable business outcomes.

• Ensure Retention and Boost Renewals: Collaborate closely with Sales, Account Management, and Customer Success teams to protect recurring revenue, proactively assess account health, reduce churn risk, and secure long-term renewals.

• Promote Value Realization & Ongoing Adoption: Work alongside enterprise business sponsors after go-live to define, monitor, and report on essential business value metrics (ROI, cost savings, throughput) to guarantee extensive platform usage.

• Establish Senior Executive Oversight: Organize and lead Quarterly and Executive Business Reviews (QBRs/EBRs) with C-suite and VP-level stakeholders, aligning Instabase’s platform capabilities with their strategic corporate objectives.

• Actively Identify Expansion Opportunities: Function as an enterprise partner to discover new departments, use cases, and business processes that can be enhanced by Instabase, fostering upsell opportunities in partnership with Sales.

• Shape Product Strategy: Gather and advocate for vital product feedback, feature requests, and delivery challenges from our largest US clients, collaborating directly with Product and Engineering leadership to influence the Instabase roadmap.

• Mentor and Grow the Team: Act as a mentor to mid-level and associate Customer Engagement Managers (CEMs), exemplifying best practices in delivery, and contributing to the scaling of team templates, playbooks, and strategic methodologies.

• Manage High Ambiguity and Risk: Proactively navigate complex enterprise politics, handle escalations with poise, and coordinate cross-functional solutions for technical, operational, or alignment risks.

⛳️ Requirements

• 6–8+ years of direct experience in the insurance sector (e.g., P&C, Life, Commercial, reinsurance, or brokerage) or as a lead consultant/program manager facilitating digital transformation for tier-1 insurance carriers.

• Strong comprehension of core insurance operations, including claims processing, underwriting, policy administration, or compliance. You recognize the operational challenges of document-heavy manual workflows and understand how automation affects key insurance metrics (e.g., combined ratios, loss adjustment expenses, and cycle times).

• Rigorous Program & Project Management: Demonstrated success in managing complex, multi-stakeholder delivery engagements, project governance, risk management, and timeline execution. You are adept at coordinating cross-functional teams to implement operational changes in traditional corporate environments.

• Executive Presence & Relationship Leadership: Outstanding communication and relationship-building abilities, with a proven history of serving as a "trusted advisor" to senior insurance executives (VPs, COOs, Heads of Claims/Underwriting) and aligning diverse business and IT stakeholders.

• High Technical Curiosity (We’ll Educate You on the Tech!): A background in software engineering, AI, or computer science is not necessary. We will provide comprehensive training on the Instabase platform. However, you should possess strong analytical and logical reasoning skills and be comfortable learning how software integrations, data structures, and automation platforms relate to operational workflows.

• Value-Oriented Commercial Mindset: Experience in tracking post-implementation value (e.g., defining ROI, throughput improvements, and cost-of-service reductions) to ensure deep organizational adoption and identify additional operational areas that can benefit from automation.

• Resilience in Traditional Environments: A highly collaborative, self-driven individual who thrives in navigating the complex IT landscapes, regulatory requirements, and change-management challenges that are characteristic of major insurance enterprises.

🏝️ Benefits

• Flexible PTO: Enjoy life to the fullest with our flexible paid time off policy!

• Comprehensive Coverage: Receive exceptional medical, dental, and vision insurance.

• 401(k) with Matching: We support your future financial security.

• Parental Leave & Fertility Benefits: We assist you in building your family, on your terms.

• Therapy Sessions Covered: Mental health is important—get 10 free sessions through Samata Health.

• Wellness Stipend: Use it for gym memberships, fitness technology, or anything that keeps you thriving.

• Lunch on Us: Enjoy a lunch credit during your time in the office.