Customer Success Manager (NYC) at Kustomer

| 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
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    • ReactLibraries
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    • ExpressFrameworks
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    • MongoDBDatabases
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    • MixpanelAnalytics
    • Big QueryAnalytics
    • IllustratorDesign
    • PhotoshopDesign
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    • TrelloManagement
    • Github IssuesManagement

An Insider's view of Kustomer

What's something quirky about your company?

This might be a bit obvious from our name, but we really enjoy spelling things with a “k”. We are one krew, kompletely kommitted to the kause of kreating a world-klass product for our users, while also being a bunch of krazy kooks who keep this kompany kulture + kamaraderie alive.

Trisha

Senior Technical Support Engineer

How do you collaborate with other teams in the company?

Kustomer’s philosophy on open communication makes cross-team collaboration not only easy, but inviting. Whether it’s Slacking a technical question to our product team mid-demo, getting on a Zoom call with Sales Ops to strategize on new tools, or working with Marketing to create the perfect product messaging, there are no siloed teams here.

Joe

Business Development Representative

What makes someone successful on your team?

Kustomer gives all members of the Krew the ability to be successful. It all starts with the company culture of teamwork and innovation. On the Solutions Consulting team, we foster a team work-first and collaborative approach. This includes jumping in when another SC team member needs help or to bounce an idea of another team member.

Paul

Manager, Solutions Consulting

How do you make yourself accessible to the rest of the team?

The leadership team at Kustomer prides itself on being available for our Krew. We host bi-monthly all hands with the entire team to share business updates, celebrate new hires/individual milestones, and hear from our Krew members. The leadership team is accessible via Slack - actively participating in social channels, celebrations and game nights.

Vikas

SVP, Sales and CX

What's the biggest problem your team is solving?

The People/Talent teams are working hard to add 150+ people to Kustomer in 2021! 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

VP, People

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
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Group brainstorming sessions
Pair programming
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 Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Kustomer hosts a holiday company outing annually.
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
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