Product Manager (Staff or Senior)

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 leading brands like Abercrombie, Nuts.com, Skims, Turo, 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 dedicated to 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. Kustomer has a strong NYC presence and is also a remote friendly company, with Krew members located throughout the US. We believe in togetherness to help foster strong relationships, collaboration and communication, and our Krew gets together for Kamp Kustomer each year.

About the Role

As a Product Manager (Staff or Senior level) at Kustomer, you’ll be part of organizing feedback from our customers, our marketing, sales, and customer experience functions into a clear, well-defined product roadmap for our design and engineering teams to execute. Your role is the nexus of our product. You will own features from end to end and be responsible for them getting to DONE. 

You'll be responsible for: 

• Product Strategy & Roadmap: Own and execute on the product strategy for multiple product domains, ensuring alignment with company goals and objectives. Develop and communicate a cohesive vision and roadmap.

• Cross-Functional Collaboration: Work closely with engineering, design, marketing, and business teams to ensure successful product development, launches, and iterations.

• Customer Focus and Competitive/Market Analysis: Champion customer insights by engaging directly with users and collaborating with customer success and sales teams to understand pain points and opportunities. Stay informed about market trends, competitive products, and industry developments to inform product decisions and strategy.

• Execution & Delivery: Oversee the entire product development lifecycle from concept to launch, ensuring timely delivery and high-quality outcomes.

• Stakeholder Management: Act as the key product liaison between senior leadership and product teams, ensuring transparency and alignment on priorities, progress, and roadblocks.

• Drive Product Metrics and Success Criteria: Define success metrics for reporting features (e.g., adoption rates, customer satisfaction, usability scores), and use these insights to continuously refine and improve the user experience.

• Deliver Actionable Data Visualizations: Focus on developing a suite of tools that allow users to seamlessly analyze, filter, and visualize data, with an emphasis on flexibility and ease of customization.

Your qualifications: 

• 7+ years of experience in product management, ideally at a SAAS company

• You’re comfortable having a perspective and working towards clearly defined solutions in ambiguous problem spaces.

• You have an eye for elegant design and believe in “thinking for the customer.”

• Ownership comes naturally to you and you like being responsible for multiple large projects.

• You’re concise in your communication and can articulate complex technical concepts to people of different backgrounds.

• Data Driven - you like to set goals, and measure success not by releases, but by making an impact on customers.

• You’re passionate about learning, always seeking out the latest technologies and market trends.

• Experience with AI and machine learning technologies, including the ability to collaborate effectively with AI engineers.

• Domain knowledge of Customer Experience / Customer Support / CRM is a huge plus.

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.