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 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, customer satisfaction and retention is the heart of our mission.  As a Manager on our Customer Success team, you'll lead a team of expert CSMs in delighting and enhancing our client relationships to achieve value from our platform. Your mission will be to deliver unparalleled service and satisfaction, turning every customer into a loyal advocate and long-term partner. Collaborating closely with our sales, marketing, and product experts, you'll craft and execute seamless customer experiences that exceed expectations. This pivotal role supports our customers and fuels our company's growth and paves the way for groundbreaking achievements in the customer experience industry. Come be a part of our journey and join the Krew!

You'll be responsible for:

• Managing a team of CSMs, ensuring they have clear goals, are deeply knowledgeable about Kustomer processes and deliver strategic client engagement, maximized revenue opportunities, and retention

• 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 your team to achieve their KPIs against customer renewal, customer expansion, adoption of new products, and strategic engagements

• Acingt as a 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

• Expand our list of referenceable customers

• Onsite travel to customers 

• May involve handling sensitive personal data

Your qualifications:

• 10+ years of Customer Success or Account Management with a highly technical SaaS product

• 3+ years of management experience overseeing Customer Success Managers or Account Managers

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

• Demonstrated experience in strategically identifying customer opportunity and mitigating risk across accounts

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

• Track record of leading high-perfo