Commercial 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 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: 

• Managing the end to end customer relationship post-sale including working with the Implementation team to oversee onboarding, answering customer questions, engaging throughout the customer lifecycle, and handling customer renewals

• Handling a high volume of customer accounts efficiently by automating outreach when necessary and seeking leading indicators of opportunity or risk to know where to focus your efforts. 

• 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

• Identifying upsell and expansion opportunities, sometimes working with Sales to close and sometimes owning yourself

• Understanding customer KPIs and business outcomes 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

• Expanding our list of referenceable customers

• Please note this role may involve handling sensitive personal data

Your qualifications

• You possess a bachelor’s degree or equivalent professional experience

• 2+ years of Customer Success, Account Management, or Business Development with a technical SaaS product

• Experience working with a high volume of accounts that requires personal attention and relationship building along with attention to administrative detail

• Experience working with prospect or customer accounts 

• Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates

• Highly organized - a project management, business development, or customer service 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’ n