Leila Tan
Customer Success Manager, Instabase
Leila joined Instabase in April as a Customer Success Manager and has been supporting some of our most strategic financial and insurance customers to transform their existing workflows with AI Hub. Leila came to Instabase with 6 years experience across AI SaaS startups and a track record of successful onboarding and implementation success. Below Leila shares more about why she chose Instabase for the next chapter of her career and the inside scoop on what it’s like to work in our GTM team.
What initially attracted you to Instabase?
Instabase was the clear choice as the next step in my career because of three factors.
- First, the innovative technology and product offering —it’s at the cutting edge of generative AI, continuously incorporating the latest AI advancements, and I was excited about the opportunity to work with a product that’s truly transforming how businesses operate and helping to automate the once manual.
- Second, the potential for growth in the role – I saw a clear path to expand my skills, take on new challenges, and make a significant impact within the organisation as it scales.
- Finally, the Instabase Tribe—the culture of collaboration, support, and shared vision was something I knew I wanted to be a part of. The energy and passion of the team throughout the interview process were contagious, and I felt confident that this was the right environment to grow both personally and professionally.
How was your onboarding?
My onboarding at Instabase was highly structured and well-thought-out that set me up for success from day one. The comprehensive plan not only included clear weekly goals but also a 30, 60, and 90-day plan, to help me gradually ramp up my understanding of Instabase, our product, processes and customer base. Each milestone was designed to build on the last, ensuring a smooth transition into my role while reinforcing key concepts and responsibilities. A key aspect of my onboarding was being introduced to my customers during the first week, which allowed me to establish relationships early and onboard faster. Beyond just the goals, the onboarding process served as an invaluable foundational resource, offering the guidance and support I needed to quickly integrate into the team and align my efforts with our company vision. Throughout this process, the support from my team was invaluable—they were always available to guide, mentor, and share insights that accelerated my learning curve.
My advice for new starters – don’t be afraid to ask questions and meet as many people across different teams and timezones.
What have been some of your highlights since joining?
Since joining Instabase, some of my highlights have included the opportunities for cross-team collaboration, particularly with product, engineering, and the sales team on my accounts and wider projects. Working closely with the team not only enhanced my understanding of Instabase while onboarding but also facilitated driving value for our customers. A memorable experience was the in-person global GTM onsite in London, where we gathered to discuss strategies for continuous improvement as a team. Here, we shared knowledge and learnings- such as effective demoing and account review techniques, which will be invaluable in customer conversations moving forwards. In CS specifically, I’ve appreciated the chance to work on initiatives outside of my core role, such as creating a kickoff journey and deck for new customers, developing FAQ documents, and launching a customer newsletter, broadening my perspective and skill set.
What is the biggest impact you have made?
My biggest achievement to date has been successfully setting up and navigating our customers’ migration to our AI Hub platform to leverage the latest technology for their business goals. The migrations require a solid understanding of the technical aspects of our platforms and the unique needs of each customer. Together with our Solution Engineering team, we developed step by step migration plans that included personalised support and training resources to help ensure a smooth transition. Collaborating closely with all teams at Instabase helped with proactively identifying and addressing potential challenges and providing resolutions to ensure a successful delivery. This has been key in instilling customer confidence with our further product offerings and the additional value AI Hub can provide.
What does Customer Success at Instabase mean to you?
Customer Success is more than just ensuring customers are satisfied; it’s about nurturing a genuine partnership that drives their long-term success and growth. This involves proactively understanding their evolving needs, challenges and goals, and aligning our solutions to help them achieve the desired outcomes. By building strong relationships and maintaining open lines of communication, we can create an environment where customers feel supported and valued. As a Customer Success Manager, being a trusted advisor for our customers is vital, guiding them through their maturity lifecycle, celebrating their wins and being there to navigate challenges together. It’s a commitment to helping them realise the full potential of our products and services, which in turn drives mutual growth.
