Customer Engagement Manager

Instabase; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Instabase is seeking a Customer Engagement Manager to manage solution delivery engagements and guide customers in adopting AI technology. The role involves leading technical delivery, collaborating with product and engineering teams, and addressing client challenges. Candidates should possess experience in technical project management and strong analytical skills. Join a dynamic team at a global company that values innovation and customer success.

Benefits

Flexible PTO

Instabreak Fridays

Comprehensive Coverage

Parental Leave & Fertility Benefits

Therapy Sessions Covered

Wellness Stipend

Lunch on Us

Qualifications

• 4–6 years of experience in customer-facing delivery, technical project management, solutions consulting, or implementation, ideally in a SaaS or enterprise tech setting.
• Proven ability to lead delivery for technical solutions, including planning, coordination, and hands-on problem-solving.
• Strong analytical and structured thinking skills with a curiosity for how things work.

Responsibilities

• Lead technical delivery engagements for AI-powered use cases, driving execution from scoping through go-live.
• Serve as the primary execution partner for customer stakeholders, combining relationship management with deep understanding of their use case.
• Translate customer workflows and solution requirements into structured delivery plans.

Skills

Technical project management

Solutions consulting

Analytical thinking

Job description

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, New York, London and Bengaluru, Instabase is a truly global company. We arepeople-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 insightsinstantly.

Instabase’s Customer Engagement team partners with leading organizations to drive tangible outcomes using our AI platform. As aCustomer Engagement Manager (CEM),you’ll lead solution delivery engagements and guide customers through successful adoption of our technology — not just as a project manager, but as a problem-solver who understands bothcustomer pain pointsand thetechnical capabilities of our product.

You will be responsible for translating customer objectives into executable solution plans, driving toward time-to-value while maintaining a strong grasp of implementation strategy and AI product capabilities. Working cross-functionally with Solutions, Product, Engineering, and Customer Success, you’ll ensure our most strategic projects deliver impact and insight.

What You’ll Do

• Lead technical delivery engagementsfor AI-powered use cases, driving execution from scoping through go-live while aligning closely to customer needs and success criteria
• Serve as theprimary execution partnerfor customer stakeholders, combining relationship management with deep understanding of their use case, business context, and pain points
• Translate customer workflows and solution requirements into structured delivery plans, identifying opportunities to optimize or reframe solutions based on product knowledge
• Collaborate with technical and product teamsto address delivery challenges, incorporate new capabilities, and provide feedback from the field
• Proactively surface risks, track dependencies, and manage execution against key milestones and KPIs
• Build trust with cross-functional teams and customer stakeholders through clear, technical, and value-oriented communication
• Contribute to the development of reusable assets, playbooks, and knowledge-sharing that strengthen our delivery approach and CEM team effectiveness
• Continuously expand your technical fluency in AI, automation, and the Instabase platform to better solve customer problems and anticipate needs

About You

• 4–6 years of experience in customer-facing delivery, technical project management, solutions consulting, or implementation, ideally in a SaaS or enterprise tech setting
• Proven ability to lead delivery for technical solutions, including planning, coordination, and hands-on problem-solving
• Strong analytical and structured thinking skills with a curiosity forhow things work— from business processes to AI models
• Comfortable working with product teams and technical stakeholders, and able to translate between technical capabilities and business needs
• Confident in managing complexity and ambiguity, with a bias toward proactive collaboration and resolution
• Familiarity with software development lifecycle (SDLC), AI/ML concepts, and solution design principles is a strong plus
• Experience working with enterprise customers, managing competing priorities, and building consensus across stakeholders
• Flexible PTO:Because life is better when you actually live it!
• Instabreak Fridays:Enjoy 6 company-wide Friday breaks scheduled throughout the year, giving you long weekends to relax and recharge!
• Comprehensive Coverage:Top-notch medical, dental, and vision insurance.
• 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 (we're in on Tuesdays and Wednesdays).

#LI-Hybrid

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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