Senior Customer Engagement Manager

Senior Customer Engagement Manager (L5) – Insurance Vertical 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 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 the 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 the platform, 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 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 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. 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: You do not need a background in software engineering, AI, or computer science. 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. Compensation The base salary range for this role is $166,500 to $185,000 + equity, and US benefits. The actual pay may vary based on factors such as location, experience, and skills. 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. Instabase is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Research shows that in order to apply for a job, women feel they need to meet 100% of the criteria while men usually apply after meeting about 60%. Regardless of how you identify, if you believe you can do the job and are a good match, we encourage you to apply. #J-18808-Ljbffr jobr.pro