Professional Services Project 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 some of the leading customer service brands like Abercrombie, Away Travel, Reformation, Hexclad and Sweetgreen.

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. coming together for Kamp Kustomer each year.

About the Role

As a Project Manager on the Professional Services team, you will lead customer-facing implementation and delivery projects, ensuring that clients achieve rapid time-to-value with the Kustomer platform. You will be responsible for managing project timelines, resources, and stakeholders, while maintaining clear communication and driving accountability across cross-functional teams. This role is ideal for a detail-oriented, customer-focused project manager who thrives in the fast-paced SaaS and CX technology space.

You’ll be responsible for:

• Leading the successful delivery of multiple, concurrent customer implementation projects, from kickoff to go-live.

• Partnering closely with Consultants, Product, and Customer Success teams to ensure seamless handoffs and alignment across the customer lifecycle.

• Developing and managing project plans, timelines, and deliverables, ensuring on-time and within-scope outcomes.

• Serving as the primary point of contact for project stakeholders, providing regular status updates, risk management, and issue resolution.

• Applying standardized delivery methodologies, engagement models, and best practices to ensure consistency and quality in every engagement.

• Driving customer onboarding, adoption, and expansion through effective project execution and relationship management.

• Collaborating with cross-functional teams to refine delivery processes, improve efficiency, and ensure customer success.

• Tracking and analyzing key project metrics, escalating risks and recommending process improvements where needed.

Your Qualifications:

• 5+ years of project management experience in SaaS or CX technology industries.

• Strong background managing customer-facing projects, ideally with Kustomer, Salesforce, Zendek or similar customer support systems.

• Proven ability to manage multiple concurrent projects with competing priorities.

• Experience with PSA or project management tools (e.g., Certinia, Rocketlane, Kantata, Asana, Jira, or similar).

• Strong communication, organization, and stakeholder management skills across both technical and business audiences.

• Ability to proactively identify project risks, troubleshoot issues, and implement solutions.

• Experience collaborating with cross-functional teams, including Sales, Product, Engineering, and Customer Success.

• Bachelor’s degree or equivalent work experience.

• Willingness to travel as needed.

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits