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AI Summary
At Instabase, we're passionate about democratizing access to cutting-edge AI innovation to enable any organization to solve previously unsolvable unstructured data problems in their industry. With customers representing some of the largest and most complex organizations in the world, and investors like Greylock, Andreessen Horowitz, and Index Ventures, our market opportunity is near infinite.
Instabase offers a consumption-based pricing model where customers can pay only for what they use, aligning directly with the value our products deliver. It empowers our clients to explore our AI Hub platform features extensively, enabling them to uncover crucial business insights. This customer-centric model allows Instabase to glean insights from diverse use cases and behaviors, ensuring we deliver top-tier solutions that provide unmatched advantages for everyday business operations.
With offices in San Francisco and Bengaluru, Instabase is a truly global company. We are people-first, and we've built a fearlessly experimental, endlessly curious, customer obsessed team who work together and help organizations around the world turn their unstructured data into insights instantly.
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.
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.
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