Product Marketing Manager (Senior level)

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

We're seeking a Product Marketing Manager (Senior level) to refine our product messaging, ensuring resonance with customers and highlighting our platform's unique value. In this role, you'll lead competitive market intelligence efforts, staying abreast of industry players, tracking competitor analytics, and understanding customer-driving factors. We're looking for a passionate Product Marketing Manager with a successful track record in working with emerging products in a tight partnership with product management and developing effective go-to-market strategies that drive revenue and user adoption.

Key Responsibilities

As a Product Marketing Manager, you’ll be responsible for:

• Analyzing the market, buyers, trends, industry-specific problems, and competitors to create strategic positioning that differentiates Kustomer in the customer service CRM space

• Developing a compelling narrative and value proposition for the Kustomer platform 

• Enabling the sales teams to generate pipeline and close deals with messaging, sales strategies, materials, tools, and market knowledge, with the aim of increasing close rates, competitive win rates, decreasing sales cycle length, and increasing ACV.

• Crafting content strategy that addresses each part of the buyer’s journey, online and offline, from awareness to decision.

• Working closely with the industry experts, analysts, and press relations teams to ensure effective thought leadership and ongoing relevance in the market

• Working with product management to establish a continuous feedback loop (encompassing market trends, customer needs, and competitive factors) to influence the product development roadmap and mitigate product gaps

• Guiding the execution of large cross-functional product launches from inception, all the way through to a successful launch.

• Building and delivering executive level presentations, keynote level content for events, writing compelling articles, and briefing decision makers, all in an effort to dominate mindshare.

• Ensuring our partners and channels are equipped with the materials, training, and support they need in order to succeed in selling at Kustomer

• Delivering comprehensive market research and competitive analysis to advance our product and technology strategy.

• Contribute to shaping the company’s product strategy, vision, positioning, pricing and packaging strategies, incentive programs, and logistics.

• Partnering with corporate marketing and demand gen teams to develop and implement campaigns effectively.

• Engaging with customers frequently to bring the voice of the customer to product marketing messaging.

• Taking the lead in conducting qualitative and quantitative research to define our customer segments and identify their key pain points.

• Supporting and contributing to  a concise framework for evaluating the impact and efficacy of your product marketing strategy

Key Qualifi