Senior Customer Engagement Manager
$166,500–$185,000 year
RemoteUnited States or San Francisco, California, United States
Job Summary
Lead execution and governance for complex, high-value AI implementation programs from scoping to deployment for strategic US insurance carriers. Secure retention, accelerate renewals, and proactively manage account health while mitigating churn risk. Partner with enterprise business sponsors to define, track, and report on key business value metrics ensuring deep platform adoption. Establish and lead Quarterly and Executive Business Reviews with C-suite stakeholders, aligning Instabase's capabilities with their corporate goals. Proactively unlock expansion opportunities by identifying new departments and use cases to drive upsell pipelines. Synthesize critical product feedback from largest accounts to influence the Instabase roadmap. Mentor mid-level and associate CEMs, model delivery best practices, and contribute to scaling team templates and strategic methodologies. Navigate complex enterprise politics and coordinate cross-functional resolution for technical, operational, or alignment risks.
Required Qualifications
- 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
- 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!): 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
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