Customer Success Manager

About the Company

Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel. Kustomer is a standalone company backed by leading VCs including Battery, Redpoint, and Boldstart Ventures.

Responsibilities

• Manage the end-to-end customer relationship post-sale, from onboarding collaboration to renewal negotiations
• Drive product adoption by identifying opportunities where AI and automation can improve customer outcomes
• Partner with customers to understand KPIs and business goals, ensuring they achieve measurable value
• Funnel customer feedback to the Product organization to influence the platform roadmap
• Act as the internal voice of the customer and manage escalations with urgency
• Partner with Technical Account Managers to implement new products and AI-powered capabilities
• Expand the list of referenceable customers and build brand advocacy
• Travel approximately 25% of the time to build high-impact customer relationships in person

Requirements

• 7+ years of Customer Success or Account Management with a technical SaaS product
• Experience owning a book of business, including negotiating renewals and driving expansion revenue
• Domain knowledge in SaaS, CRM, CX/Support Software, or APIs
• Bachelor's degree or equivalent professional experience
• Strong project management instincts and creative problem-solving skills
• Ability to use data to identify patterns and inform product or process recommendations
• Excellent communication and interpersonal skills to build rapport quickly

Preferred Qualifications

• Formal Project Management experience is a plus