Head of Customer Success

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

Reporting to our VP of Customer Experience, our Head of Customer Success will lead our growing team of client advocates, ensuring the highest quality of service and strategic support. At Kustomer, we take our clients' experience with our platform and our company seriously. Our Customer Success team is committed to providing a world-class experience that delights our clients. From the moment our Professional Services team onboards a new client to our platform, our Customer Success team takes the lead in engaging our clients to ensure positive outcomes - supporting clients in achieving their business goals and deriving maximum value from the Kustomer platform. 

Product adoption, expansions and renewals, as well as gathering critical client feedback about our platform and services fall under the purview of our Customer Success team. This strategic leader will be setting the direction, process and standards for all client interactions post-sales. One of our core values is Customer Obsessed and this role embodies it to the fullest. Kustomer is looking to set the bar on Customer Success for the CS CRM industry - come be the leader who brings this vision to life.

You'll be responsible for:

• Lead the team of Customer Success Managers and Technical Account Managers, to maintain and drive satisfaction, adoption, retention, product adoption and reduce churn.

• Develop the strategy, build, lead and scale a growing customer success team, ensuring an excellent customer experience and that outcomes meet customer goals

• Hire, enable, coach, and develop your team of high performing CSMs to align with individual, team, and company goals

• Manage our CSM team and middle managers and be responsible for the delivery of successful customer engagements that drive value and ROI

• Expand our list of referenceable customers as outstanding brands that partner with Kustomer

• Interface with our clients in order to support and understand their needs to create deep and lasting relationships

• Own our client-facing Success processes, programs, playbooks, and values so as to deeply integrate Kustomer into our clients’ everyday work lives

• Execute analysis of customer health and structure measurable KPIs

• Articulate and document internal processes to create a scalable infrastructure for our Success team

• Partner closely with Product and Engineering to offer an ever-evolving feedback loop to deliver increasing value to our existing and future customers

• Analyze customer performance data to optimize team performance, enhance customer experience and retention rates, and drive initiatives critical to ongoing growth

• Design and launch critical programs to improve customer experience and operational efficiency

• Improve upon our existing approaches to customer engagement and account management

• Strategize on the organization structure and resources as we scale

• Empower the team to act as advocates for the customer, quarterbacking the solving of complex problems within our organization and escalating when appropriate

Your qualifications:

• Proven experience in a customer success leadership role, preferably within the SaaS or technology industry

• Exceptional leadership skills, with a track record of building and developing high-performing teams and relationships with customers.

• 10+ years of customer success or account management.

• 7+ years managing a customer success team

• Leader of leaders, e.g, has lead multiple teams/pods within a CS function

• Highly organized and detail oriented- project management background a plus

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

• Strategic mindset and the ability to identify opportunities for growth and improvement

• Analytical mindset with the ability to leverage data to drive insights and decision-making

• Customer-focused approach, with a passion for delivering exceptional customer experiences

• Must be available to travel globally to customer sites 25% of the time

• We have a strong preference to hire this role in the New York Metropolitan Area (New York, New Jersey, Connecticut)

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.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.