Product Manager (Senior Level)

Employment Type: Full-Time Location Type: Remote

About Kustomer

Kustomer is the industry-leading conversational CRM platform, dedicated to perfecting every customer experience. Our platform is equipped 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 across any channel, making every interaction more meaningful and memorable.

Kustomer is the core platform for leading brands like Abercrombie, Nuts.com, Skims, Turo, Priceline, and Sweetgreen. Founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, Kustomer 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, integrating Kustomer into Meta’s Business Messaging Group to transform business-customer communication through modern messaging channels. In 2023, Kustomer spun out from Meta as a standalone company, securing $60M in capital from original partners Battery, Redpoint, and Boldstart Ventures to ensure continued growth and success.

Our "Krew" consists of passionate and collaborative individuals dedicated to enhancing the customer service experience. We seek individuals eager to learn and be challenged daily. Kustomer has a strong NYC presence and is also a remote-friendly company, with Krew members located throughout the US and United Kingdom. We foster strong relationships, collaboration, and communication through annual events like KKO and Kamp Kustomer.

About the Role

As a Product Manager (Senior level) at Kustomer, you will be instrumental in organizing feedback from our customers, marketing, sales, and customer experience departments into a clear, well-defined product roadmap for our design and engineering teams. You will own features from end to end, ensuring their successful completion.

Responsibilities:

• Improve Time to Value: Optimize onboarding processes to enable faster implementation and more self-service, improving time to value for both our core platform and AI offerings.
• Growth and Acquisition: Analyze and identify friction points in the acquisition funnel, developing product-led strategies to improve conversion rates. Identify opportunities to increase our total addressable market and collaborate with product leadership on prioritization.
• Cross-Functional Collaboration: Work closely with engineering, design, marketing, and business teams to ensure successful product development, launches, and iterations.
• Customer Focus and Competitive/Market Analysis: Champion customer insights by engaging directly with users and collaborating with customer success and sales teams. Stay informed about market trends, competitive products, and industry developments to inform product decisions and strategy.
• Execution & Delivery: Oversee the entire product development lifecycle from concept to launch, ensuring timely delivery and high-quality outcomes.
• Stakeholder Management: Act as the key product liaison between senior leadership and product teams, ensuring transparency and alignment on priorities, progress, and roadblocks.

Your Qualifications:

• Experience: 5+ years of experience in product management, with a focus on highly technical products.
• Education/Experience: A degree in a technical or related field, or equivalent professional experience.
• AI Knowledge: Experience with AI, including the ability to effectively... (Note: The original description was cut off here.)