Customer Engagement Manager

Instabase’s Customer Engagement team partners with leading global organizations to deliver measurable, transformative business outcomes using our AI platform. As a Senior Customer Engagement Manager (L5), you will own our most strategic and complex US customer relationships end-to-end. You will oversee technical solution delivery, drive continuous post-implementation value, and ensure high customer retention and renewal rates across our highest-ARR accounts.

This role goes far beyond project delivery — you will act as a senior trusted advisor, strategic business consultant, and organizational change-leader. You will combine a deep understanding of customer operational bottlenecks with the cutting-edge technical capabilities of our AI platform to guide customers through major digital transformation initiatives.

Collaborating closely with Solution Engineering, Product, and Sales leadership, you will secure the long-term commercial health of our accounts, directly influence the Instabase product roadmap, and help mentor and scale our growing US Customer Engagement practice.

What You’ll Do:

• 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.

About You:

• 6–8+ years of customer-facing experience in enterprise customer success, technical program management, solutions consulting, or implementation management, ideally within an enterprise SaaS or high-growth AI/data platform.
• Proven Enterprise Commercial Mindset: Direct experience driving software renewals, managing net retention rate (NRR) goals, and identifying/executing account expansion strategies in complex enterprise accounts.
• Executive Gravitas & Communication: Exceptional presentation and relationship-building skills, with a proven track record of presenting complex technical and commercial narratives to C-level, VP, and operational leaders.
• Strong Technical Aptitude: Comfort discussing software architecture, API integrations, data structures, and AI/ML model deployment (e.g., LLMs, OCR) with customer technical leaders and architects.
• Strategic Delivery Leadership: Deep experience managing multi-stakeholder delivery engagements, including scoping, project planning, risk management, and cross-functional alignment.
• Leadership and Mentorship Mentality: Prior experience or strong desire to coach, mentor, and elevate peers and junior team members.
• Familiarity with software development lifecycle (SDLC), automation design, and business process modeling is a strong plus.
• Highly collaborative, self-motivated, and energized by working in a fast-paced, ambiguous environment.