Senior Customer Engagement Manager Remote - Atlanta, GA; Remote - Boston, MA; Remote - Illinois; Remote - New York; Remote - Raleigh, NC; Remote - Texas; Remote - United States; Remote - Virginia Apply 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) specializing in our Insurance Vertical, you will own our relationships with our most strategic and complex US insurance carriers end-to-end. You will act as the bridge between legacy insurance operations and our cutting-edge AI platform, leading delivery programs that fundamentally transform how carriers process unstructured data. 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 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. You are highly 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 (We’ll Teach You the Tech!): You do not need a background in software engineering, AI, or computer science. We will fully train you on the Instabase platform. However, 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. #LI-Remote 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. Create a Job Alert Interested in building your career at Instabase? Get future opportunities sent straight to your email. Create alert Apply for this job * indicates a required field Autofill my application First Name* Last Name* Email* Phone Country* Phone* Location (City) Locate me Resume/CV Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Website Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. As set forth in Instabase’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. Gender Select... Are you Hispanic/Latino? Select... Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. 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Listed by Instabase for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

78 days ago

Scaled Customer Success

Pryzm · United States

Pay

$80k–120k

Setting

Remote

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About Pryzm

Pryzm is transforming how organizations engage with the federal government.

Today, federal procurement and business development are fragmented across disconnected workflows, siloed intelligence, and institutional knowledge trapped in spreadsheets and inboxes. Pryzm brings together market intelligence, budget data, program visibility, and human insights into a single AI-powered platform that helps teams navigate and win in the federal ecosystem.

Big data meets CRM meets AI.

Our mission is simple: deliver the right capabilities to the missions that matter most.

The Role

We're looking for an early Customer Success leader to help build and scale Pryzm's post-sale organization.

This is not a traditional CSM role. You won't simply manage accounts or run check-ins. You'll own the systems, processes, and customer programs that ensure customers successfully onboard, adopt, renew, and expand their use of Pryzm.

You'll work directly with customers while also building the operational foundation that allows Pryzm to serve a growing customer base efficiently. That means designing onboarding experiences, creating customer education programs, establishing customer health processes, improving support operations, and identifying opportunities to strengthen retention and expansion across the portfolio.

You'll partner closely with Sales, Product, Engineering, and Implementation, serving as both the voice of the customer and a builder of the systems that scale customer success.

If you're energized by creating structure where none exists, using technology to solve operational problems, and helping customers realize meaningful value from software, we'd love to meet you.

What You'll Do

Customer Success & Retention

Monitor customer health across the customer base and identify leading indicators of risk and expansion.
Build proactive processes for churn prevention, adoption, and renewal readiness.
Partner with Sales to surface and develop expansion opportunities.
Serve as a strategic advisor to customers, ensuring they achieve measurable outcomes with Pryzm.

Support Operations

Own and improve customer support workflows, ticketing processes, and escalation paths.
Ensure customer issues are triaged, tracked, and resolved effectively.
Build reporting and dashboards to measure support performance and customer health.
Coordinate closely with Product and Engineering to resolve customer challenges.

Onboarding & Enablement

Design and run scalable onboarding programs for new customers.
Create playbooks, documentation, training materials, webinars, and customer education resources.
Continuously improve the Pryzm User Guide and customer-facing content library.
Measure onboarding effectiveness and reduce time-to-value for new users.

Systems & Process Building

Design repeatable customer success processes that scale as the business grows.
Leverage AI, automation, and software systems to improve efficiency and customer outcomes.
Identify operational gaps and build solutions proactively.
Establish best practices for how Pryzm engages customers after the sale.

What We're Looking For

2–6 years of experience in Customer Success, Account Management, Solutions Consulting, Operations, or another customer-facing SaaS role.
Strong communication skills, both written and verbal.
Demonstrated ability to manage customer relationships while also improving processes and systems behind the scenes.
Excellent organizational skills and a track record of owning complex initiatives from start to finish.
Strong commercial instincts with an understanding of customer health, retention, and expansion.
Comfort working in ambiguity and building without a playbook.
A bias toward action and a willingness to take ownership of problems. High-urgency a must.
Tech-native and systems-oriented; naturally looks for opportunities to automate and scale.
Experience with GovCon, federal procurement, defense technology, or related markets is a plus, but not required.

Qualifications

Located in or willing to relocate to Boston, New York City, or Washington DC.
This is a fully on-site position.
US Person required.
Veterans and candidates with military, intelligence community, or federal market experience are strongly encouraged to apply.
Willingness to periodically travel to customer sites as needed.

Benefits

Pryzm offers top-tier benefits for full-time employees, including:

Competitive salary and meaningful equity.
Platinum healthcare: comprehensive medical, dental, and vision coverage fully covered for employees and dependents.
Basic Life/AD&D and long-term disability insurance fully covered, with optional supplemental coverage available.
Relocation assistance available.

Listed by Pryzm for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

78 days ago

Regional VIP Lead, Southeast Market

Betr · United States

Pay

$35k–125k

Setting

Remote

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ABOUT BETR

Founded in 2022 by Joey Levy and Jake Paul, Betr has built the world's first real money gaming Super App. The Betr super app currently consists of Picks, Social Sportsbook, Social Casino, and Arcade - and will soon include Prediction Markets alongside other new products. Betr has one million paying users and is one of the fastest growing companies in the industry.

Betr is also the world's most followed real money gaming brand on social media.

About the Role

Betr is looking for a commercially driven, player-obsessed Regional VIP Lead to own VIP acquisition and growth across the Southeast market (priority FL & GA). You will actively identify, attract, and develop VIP relationships while managing the full lifecycle from first touch to long-term loyalty and maximum LTV. You won't just service a player book handed to you; you'll build one from the ground up, acting as Betr's face in your market.

What You'll Do:

Own Your Regional Pipeline: Proactively identify, target, and recruit new high-value players within your assigned region through direct outreach, referral networks, local events, and community presence — building your book from scratch.
Leverage Referral & Network Channels: Develop relationships with introducers, affiliates, and existing players to generate warm VIP referrals and accelerate pipeline growth within your market.
Own End-to-End Relationships: Manage a dedicated book of high-value players with personalized, multi-channel outreach (SMS, phone, email) that drives engagement and deepens loyalty.
Bonus Oversight & Execution: Oversee bonusing for your assigned players — rewarding the right behaviors, managing reinvestment rates effectively, and protecting company margins.
Strategic Product Advisory: Act as the "Voice of the Player" by advising the product team on game providers, high-limit titles, and features needed to elevate the VIP experience.
Lifecycle & Strategy Collaboration: Partner with the Head of Retention to build and refine the VIP lifecycle — from initial potting and onboarding through to long-term loyalty milestones.
Data-Driven Decision Making: Analyze player activity to align bonuses with Theoretical Win and actual play behavior, rather than simply reacting to player requests.
Gather & Translate Feedback: Systematically collect player insights on site UX/UI and competitor offerings, translating "player talk" into actionable intelligence for Retention and Product teams.
Monitor Player Health: Track activity drops and behavioral shifts to execute proactive reactivation strategies before churn occurs.
Hit Regional Revenue KPIs: Own and exceed weekly, monthly, and quarterly targets for VIP acquisition, active player count, NGR contribution, and market share within your region.
Compliance & Integrity: Ensure all player interactions and incentives adhere to regulatory standards, responsible gaming protocols, and Betr's internal policies.

Bonus Points:

An existing book of high-value iGaming or casino players you can activate immediately upon joining.
Deep knowledge of the regional gaming landscape
Experience with reinvestment rate calculations; knowing exactly how much a player is "worth" in bonus spend.
Experience working regional territory for a sportsbook, online casino, or land-based casino marketing team.

About You:

2–5 Years of Relevant Experience: Online Gaming, Casino Hosting, VIP Account Management, or Player Development
Proven Outbound Hunter: You have a track record of identifying, pursuing, and closing high-net-worth relationships — you don't wait for inbound leads, you create pipeline.
Regionally Connected: You know your market. You understand where high-value players in your region socialize, what events they attend, and how to get in front of them.
Sharp Commercial Instincts: You understand that every bonus dollar is an investment with an expected return. You know when to be generous and when to hold the line.
High EQ & Communication: A natural relationship builder who earns trust quickly with high-net-worth individuals and can navigate sensitive, high-pressure situations with composure.
Data Literate: Comfortable reading player reports, CRM dashboards, and profitability data to guide your outreach strategy and bonus decisions.
Self-Directed & Accountable: You thrive working remotely and independently in a region without day-to-day oversight — you set your own activity cadence and deliver against numbers.
Product Curious: Genuine passion for casino games and sports betting; you understand what makes a gaming experience feel "premium" and can articulate it to players and internally.

Betr provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression. We deeply understand the value of bringing together a team with different perspectives, educational backgrounds, and life experiences. We encourage people from underrepresented backgrounds to apply

Thank you for your interest in Betr. We look forward to reviewing your application.

Listed by Betr for a position based in the United States. Employers on this board attest they are hiring domestically.

Customer Service

78 days ago

Regional VIP Lead, Southwest Market

Betr · United States

Pay

$35k–125k

Setting

Remote

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ABOUT BETR

Betr is also the world's most followed real money gaming brand on social media.

About the Role

Betr is looking for a commercially driven, player-obsessed Regional VIP Lead to own VIP acquisition and growth across the Southwest market (priority CA & TX). You will actively identify, attract, and develop VIP relationships while managing the full lifecycle from first touch to long-term loyalty and maximum LTV. You won't just service a player book handed to you; you'll build one from the ground up, acting as Betr's face in your market.

What You'll Do:

Own Your Regional Pipeline: Proactively identify, target, and recruit new high-value players within your assigned region through direct outreach, referral networks, local events, and community presence — building your book from scratch.
Leverage Referral & Network Channels: Develop relationships with introducers, affiliates, and existing players to generate warm VIP referrals and accelerate pipeline growth within your market.
Own End-to-End Relationships: Manage a dedicated book of high-value players with personalized, multi-channel outreach (SMS, phone, email) that drives engagement and deepens loyalty.
Bonus Oversight & Execution: Oversee bonusing for your assigned players — rewarding the right behaviors, managing reinvestment rates effectively, and protecting company margins.
Strategic Product Advisory: Act as the "Voice of the Player" by advising the product team on game providers, high-limit titles, and features needed to elevate the VIP experience.
Lifecycle & Strategy Collaboration: Partner with the Head of Retention to build and refine the VIP lifecycle — from initial potting and onboarding through to long-term loyalty milestones.
Data-Driven Decision Making: Analyze player activity to align bonuses with Theoretical Win and actual play behavior, rather than simply reacting to player requests.
Gather & Translate Feedback: Systematically collect player insights on site UX/UI and competitor offerings, translating "player talk" into actionable intelligence for Retention and Product teams.
Monitor Player Health: Track activity drops and behavioral shifts to execute proactive reactivation strategies before churn occurs.
Hit Regional Revenue KPIs: Own and exceed weekly, monthly, and quarterly targets for VIP acquisition, active player count, NGR contribution, and market share within your region.
Compliance & Integrity: Ensure all player interactions and incentives adhere to regulatory standards, responsible gaming protocols, and Betr's internal policies.

Bonus Points:

An existing book of high-value iGaming or casino players you can activate immediately upon joining.
Deep knowledge of the regional gaming landscape
Experience with reinvestment rate calculations; knowing exactly how much a player is "worth" in bonus spend.
Experience working regional territory for a sportsbook, online casino, or land-based casino marketing team.

About You:

2–5 Years of Relevant Experience: Online Gaming, Casino Hosting, VIP Account Management, or Player Development
Proven Outbound Hunter: You have a track record of identifying, pursuing, and closing high-net-worth relationships — you don't wait for inbound leads, you create pipeline.
Regionally Connected: You know your market. You understand where high-value players in your region socialize, what events they attend, and how to get in front of them.
Sharp Commercial Instincts: You understand that every bonus dollar is an investment with an expected return. You know when to be generous and when to hold the line.
High EQ & Communication: A natural relationship builder who earns trust quickly with high-net-worth individuals and can navigate sensitive, high-pressure situations with composure.
Data Literate: Comfortable reading player reports, CRM dashboards, and profitability data to guide your outreach strategy and bonus decisions.
Self-Directed & Accountable: You thrive working remotely and independently in a region without day-to-day oversight — you set your own activity cadence and deliver against numbers.
Product Curious: Genuine passion for casino games and sports betting; you understand what makes a gaming experience feel "premium" and can articulate it to players and internally.

Thank you for your interest in Betr. We look forward to reviewing your application.

Listed by Betr for a position based in the United States. Employers on this board attest they are hiring domestically.

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