Instabase

Customer Success Manager

• 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.

Senior Customer Engagement Manager