Manager 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 Sweetgreen Starz Vuori Resy and Cotopaxi.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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 2025 Kustomer announced a $30M Series B led by Norwest with continued support from Battery Redpoint and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform accelerating product innovation and scaling our exceptional team.

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. and U.K. coming together for Kamp Kustomer each year.

Kustomer is hiring a Manager Customer Success to lead a Customer Success team at the forefront of AI-powered customer experience transformation. Customer satisfaction and retention are the heart of our mission and Kustomer delivers this through intelligent automation AI-native workflows and seamless human + AI collaboration.

As a Manager on our Customer Success team you’ll lead a team of expert Customer Success Managers (CSMs) in helping customers to unlock measurable business impact from our AI-powered CRM platform. Your team will partner with enterprise customers to drive AI adoption optimize automation strategies and translate innovation into tangible outcomes such as improved resolution rates reduced cost-to-serve and elevated customer satisfaction.

You’ll collaborate cross-functionally with Sales Product Engineering and Marketing to ensure customer feedback informs our AI roadmap and that customers are continuously advancing in their AI maturity. This role plays a pivotal part in shaping how leading brands operationalize AI in customer experience.

• Leading and developing a high-performing team of CSMs focused on driving customer retention expansion and AI adoption outcomes

• Hiring and retaining exceptional team members. Coach and develop those team members to be able to handle larger and more complex books of business.

• Driving KPIs across renewals expansions product adoption AI utilization and measurable automation performance

• Acting as a strategic point of escalation for your team’s clients when needed ensuring risk mitigation and catalyzing opportunities to action

• Empowering your team to act as advocates for the customer advising on complex problems within our organization and escalating when appropriate

• Ensuring consistent processes/SLAs to collaborate with Product Engineering TAMs Technical Support and other teams

• Owning our client-facing processes policies playbooks and values so as to empower your team to be successful with their clients

• Designing and launching internal processes to create a scalable infrastructure for our Customer Success team

• Supporting and designing repeatable frameworks to share customer feedback with the Product organization while proactively helping customers understand our product roadmap and timelines

• Partnering with Product and Engineering to surface insights on AI performance feature adoption and customer feedback to inform our roadmap

• Expanding our list of referenceable customers

• Traveling to visit customers onsite ~ 25%

• May involve handling sensitive personal data

Your qualifications:

• 10+ years of Customer Success or Account Management with a highly technical SaaS product ideally including AI-powered or automation-first platforms

• 3+ years of management experience leading Customer Success or Account Management teams

• Experience guiding enterprise customers through digital transformation automation initiatives or AI adoption

• Expert negotiation skills including renewals mitigating losses during contraction expansions and upsell/cross-sell

• Proven ability to identify risk and opportunity through data analysis including usage metrics and performance analytics

• Experience with enterprise accounts ($500K - $1M ARR+) both managing directly and managing people who oversee accounts of that size

• Track record of building and scaling high-performing teams in high-growth environments

• Ability to translate complex technical capabilities into business value

• Highly organized and skilled at building improving and scaling processes that demonstrably increase efficiency and profitability in a scaled customer success function

• Experience leading strategic QBRs that incorporate performance insights and forward-looking roadmap alignment

• Effective solutions-focused cross-functional collaboration with Product Engineering Finance Sales Professional Services Support teams

• Eagerness to explore and understand the features and use cases of the Kustomer platform

• Track record of using data and statistics to identify patterns and generate recommendations for process/product improvements

• Curiosity and enthusiasm for AI innovation and emerging customer experience technologies

Compensation

• Base salary range: $135000–$175000

• Eligible for commission. On-target earnings (OTE) range from $162000–$210000.

• Final compensation will be determined based on skills experience and level.

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage 401K WiFi and Mobile reimbursement and a generous vacation policy; in the UK we also offer pension supplemental health insurance and other perks.

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.

What We Do

Kustomer’s AI-native CX Platform defines the next era of CX with humans and AI working together seamlessly through visibility orchestration and action.

Why Work With Us

Brands like Sweetgreen Starz Vuori Resy and Cotopaxi trust Kustomer's exceptional CRM. The Kustomer Krew is dedicated to perfecting the customer experience and we’re looking for people. who are passionate about finding a better way to do what’s always been done. You'll work alongside seasoned entrepreneurs and leaders in building our future.

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