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Strategic Customer Success Manager

4 months ago

New York, New York, United States Kustomer Full time

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, Away Travel, 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 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:

  • Responsible for managing 3 - 8 top tier clients, building deep relationships with multiple stakeholders within each account.
  • 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 handling customer renewals
  • Focusing on product adoption to ensure that our customers are seeing real value in our products. This will include agent shadowing with customer users to understand how they use the product and educating customers in best practices, roadmap sessions, and Business Reviews with a strong focus on KPIs, ROI, and Kustomer product use
  • Understanding customer KPIs and business outcomes are 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, improve product usage and implementation, and answer technical product-related questions
  • Expanding our list of reference-able customers
  • Please note this role may involve handling sensitive personal data
  • This role will require some client on-site travel, likely every month or two

Your qualifications:

  • You possess a bachelor's degree or equivalent professional experience
  • 8+ years of Customer Success or Account Management with a technical SaaS product
  • You have strong industry and/or technical domain knowledge of two or more of the following: SaaS, CRM, CX/Support Software, or APIs
  • Experience owning your own book of business including handling customer renewals
  • 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
  • Experience with advocating for your customers' needs within an organization and driving to solutions
  • The capacity for creative problem solving
  • Ability to use data and statistics to identify patterns and use them for enriching your recommendations for process/product improvements
  • Empathy for team members and customers; you identify with their challenges and your desire to delight shines through in your communications

Preferred qualities:

  • Coding experience
  • Degree in Business, Information Technology, Engineering, Computer Science or related field
  • Knowledge of SQL, Analytics or Programming (HTML etc)

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 and does not seek funds from candidates in any circumstances.