Customer Success Manager (NYC)

| New York City, NY
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About Kustomer

Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences– not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent, and personalized service and support through a single timeline view.

Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Rent the Runway, Glossier, Away, Glovo and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, raised over $173.5M in venture funding, and is backed by leading VCs including Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

 

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. 

This role, Customer Success Manager is all about making sure Kustomer’s clients extract as much value out of our platform as possible. They help define the overall client strategy, drive product adoption, capture product enhancements, assist in resolving challenging technical issues, maintain high satisfaction levels and ultimately help secure renewals.

You'll be responsible for: 

  • Managing a number of key customer accounts to maintain high satisfaction levels, adoption, expansion, and ultimately, renewal
  • Cultivating deep, trusted-advisor relationships with senior customer stakeholders and decision-makers
  • Understanding the Kustomer platform end-to-end and collaborate with Sales, Professional Services, Support, and Product to identify and communicate technical services and solutions 
  • Resolving challenging technical issues and executing complex tasks including integrations and product configurations
  • Understanding what the business outcomes are for each of your named customers
  • Delivering regular customer business reviews and organizing success plans with your customers 
  • Expanding our list of referenceable customers
  • Helping to improve our processes, policies, and values so as to deeply integrate Kustomer into our clients’ everyday work lives
  • Articulating and documenting processes to create a scalable infrastructure for our Customer Success team 
  • Influencing the direction of the Kustomer platform, funneling customer feedback into the Product organization while proactively helping customers understand how we’re working towards solutions that meet and exceed their expectations
  • Acting as an advocate for the customer, quarterbacking the solving of complex problems within our organization and escalating when appropriate
  • Analyzing customer data to identify and propose new ideas and processes to prevent issues and increase product usage.
  • Owning any problems you discover and proactively driving forward solutions
  • May involve handling sensitive personal data


Your qualities: 

  • You possess a bachelor’s degree in Business, Information Technology, Engineering, Computer Science or related field, or equivalent professional experience.
  • 5+ years of customer success, professional services or technical account management experience with a technical (SaaS) product
  • Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates
  • Highly organized - a project management background is a plus
  • The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier
  • Ability to understand the features and use cases of the Kustomer platform. You have strong technical domain knowledge of two or more of the following: SaaS, CRM, CX/Support Software, APIs, SQL, Analytics or Programming (HTML etc).
  • Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications
  • The capacity for creative problem solving 
  • Experience with advocating for your customers’ needs within our organization and driving to solutions 
  • Ability to use data and statistics to identify patterns and using them for enriching your recommendations for process/product improvements

This position will be located at our headquarters in NYC.    Although we are all currently working remote, someday when it is safe, we anticipate returning to an office located in New York City.   


Learn More About Kustomer:


 

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Technology we use

  • Engineering
  • Product
  • People Operations
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • Node.jsLanguages
    • ReactLibraries
    • ReduxLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • ElasticsearchDatabases
    • MongoDBDatabases
    • AWS (Amazon Web Services)Services
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • Big QueryAnalytics
    • FigmaDesign
    • MiroDesign
    • PhotoshopDesign
    • TrelloManagement
    • Github IssuesManagement
    • SlackCollaboration
    • ZoomCollaboration

An Insider's view of Kustomer

What are some social events your company does?

We've started a tradition we refer to as Kamp Kustomer - a yearly in-person retreat where we come together in fun locations like the Poconos to reconnect, build trust within our teams, and collaborate. It's a great chance to unwind from the daily routine and we always return with renewed energy and focus.

Catherine

Senior Technical Writer

What projects are you most excited about?

I am eager to work on the most complex use cases of our clients. These opportunities are where I can best demonstrate my skills and the power of the Kustomer platform. As a customer service-focused platform, Kustomer offers endless possibilities, and it’s rewarding to see the memorable customer service experiences our clients are able to create.

Megied

Solutions Engineering

What are some things you learned at the company?

Something that I’ve learned during my time at Kustomer is the power of embracing your team’s knowledge. As professionals in the workforce, we’re often pushed into thinking that we need to know everything and work in a silo. Everyone at Kustomer embraces collaboration and supporting each other through their projects. It’s very special in that way.

Lauren

Customer Success Manager

What unique initiatives do you have that encourage innovation?

Kustomer's new path forward brings generative AI advancements to the platform. Generative AI's new approach to building personalized context in our features leverages inputs and outputs within our data. A core tenet of ours is building these features in a responsible and ethical way by respecting privacy and security principles above all else.

Patrick

Software Engineering Manager

What's the biggest problem your team is solving?

The People/Talent teams are working hard to add 50+ people to Kustomer in 2023! The challenge of finding great teammates who can help us be a better company than ever before is no small feat. We work hard to ensure that everyone we hire brings something unique to our Krew and is excited to work with others in order to make our vision come to life.

Tanya

Chief People Officer/ Chief of Staff to the CEO

What are Kustomer Perks + Benefits

Kustomer Benefits Overview

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

Culture
Volunteer in local community
OKR operational model
Pair programming
Remote work program
Diversity
Mean gender pay gap below 10%
Diversity employee resource groups
Our Employee Resource Groups have goals in place and meet once a month. Employees are encouraged to attend meetings - our three ERGs are: Women of Kustomer, KustomBlack, and KustomerAllies.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Financial & Retirement
401(K)
Company equity
Performance bonus
Some of our Go-To-Market roles include a bonus program
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Kustomer hosts a holiday company outing annually.
Company-sponsored happy hours
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Kustomer offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Brown Bag Lunches once a month, to learn more about the Women of Kustomer
Promote from within

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