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 leading brands like Abercrombie, Nuts.com, Skims, Turo, Priceline 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 dedicated to 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. Kustomer has a strong NYC presence and is also a remote friendly company, with Krew members located throughout the US and United Kingdom. We believe in togetherness to help foster strong relationships, collaboration and communication, and our Krew gets together for both KKO and 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.

We have a strong preference to hire this role in the New York Metropolitan Area (NY, NJ, CT).

Responsibilities

You'll be responsible for:

• Managing the end to end customer relationship post-sale including working with the Implementation team to oversee onboarding, coordinating customer alignment with our executive team, conducting business reviews, product expansions, and negotiating customer renewals
• Focusing on product adoption to ensure that our customers are seeing real value in our products. This will include call shadowing with customer users to understand how they use the product and educating customers in best practices
• Understanding customer KPIs and business outcomes for each of your named customers and working with them to achieve their goals using Kustomer’s products
• Influencing the future of the Kustomer platform by funneling customer feedback to the Product organization while proactively helping customers understand how we’re working towards solutions that exceed their expectations
• Acting as an advocate for the customer internally, quarterbacking any required communication with other team members, championing your own customers’ needs, and managing escalations as appropriate
• Working with Technical Account Managers to help customers implement new products and features
• Expanding our list of reference-able customers

Please note this role may involve handling sensitive personal data.

Qualifications

Your qualifications:

• You possess a bachelor’s degree or eq