Customer Success Manager

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Ring, Glovo, Glossier and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels. In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come. 

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. coming together for Kamp Kustomer each year.

About the Role

At Kustomer, we take our clients’ experiences seriously. Our Customer Success team is on a mission to be industry leaders in providing an overall experience that delights our clients and ensures they achieve value from our platform. From the moment our Implementations team onboards our clients to our platform, our Customer Success team takes the lead in engaging our customers to ensure positive outcomes using Kustomer. Product adoption, adding additional seats and services to contracts, and ultimately renewals will fall under the purview of our Customer Success team. 

You'll be responsible for: 

• Meeting a variety of KPIs focused on managing several key customer accounts with high satisfaction levels, adoption, expansion, and renewals

• Understanding what the business outcomes are for each of your named customers

• Delivering regular customer business reviews and organizing success plans with with your customers 

• Expanding our list of referenceable customers

• Helping to improve our processes, policies, and values so as to deeply integrate Kustomer into our clients’ everyday work lives

• Articulating and documenting processes to create a scalable infrastructure for our Customer Success team 

• Influencing the direction of the Kustomer platform, funneling customer feedback into the Product organization while proactively helping customers understand how we’re working towards solutions that meet and exceed their expectations

• Acting as an advocate for the customer, quarterbacking the solving of complex problems within our organization and escalating when appropriate

• Working with Support to develop and refine a process to flag and resolve requests by key accounts - bugs, product gaps, wish list items, etc.

• May involve handling sensitive personal data

Your qualifications:

• You possess a bachelor’s degree or higher in Business, Information Technology, Engineering, Computer Science or related field, or equivalent professional experience. An MBA is a plus

• 5+ years of customer success or account management with a technical (SaaS) product

• Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates

• Highly organized - a project management background is a plus

• The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier

• Ability to understand the features and use cases of the Kustomer platform. 

• You have strong technical domain knowledge of two or more of the following: SaaS, CRM, CX/Support Software, APIs, SQL, Analytics or Programming (HTML etc).

• Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications

• The capacity for creative problem solving 

• Experience with advocating for your customers’ needs within our organization and driving to solutions 

• Ability to use data and statistics to identify patterns and using them for enriching your recommendations for process/product improvements

Preferred qualities:

• Bilingual in Spanish

• Coding experience

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.