Job Overview
Location
US - New York, NY
Job Type
Full-time
Category
Customer Success
Date Posted
May 4, 2026
Full Job Description
đź“‹ Description
- • As a Strategic Customer Success Manager at Kustomer, you will be the connective tissue between customers and the company’s AI-powered CRM platform, ensuring clients achieve measurable value and driving long-term success for some of the world’s most customer-obsessed brands.
- • You will own the end-to-end post-sale customer journey, leading onboarding collaboration, conducting business reviews, driving product adoption and expansion, managing renewals, and partnering with sales and technical teams to unlock the full potential of Kustomer’s AI-native capabilities.
- • You will partner with customers to understand their KPIs and business goals, advocate for their needs internally, influence product development through feedback, and manage escalations with urgency and care while building referenceable customer relationships and genuine advocacy.
- • You will travel approximately 25% of the time to deepen high-impact customer relationships in person, and work within a remote-friendly, mission-driven team that values empathy, collaboration, and continuous learning in scaling an innovative customer service platform.
🎯 Requirements
- • Bachelor's degree or equivalent professional experience
- • 7+ years of Customer Success or Account Management with a technical SaaS product
- • Solid industry and/or technical domain knowledge in two or more of: SaaS, CRM, CX/Support Software, or APIs
- • Experience owning a book of business, including negotiating renewals and driving expansion revenue
- • Effective communication and interpersonal skills, with ability to inspire clients and teammates
- • Highly organized with strong project management instincts (formal PM experience a plus)
- • Natural ability to build rapport quickly and spot process improvement opportunities
- • Experience advocating for customer needs internally and driving cross-functional teams to solutions
- • Creative problem-solving skills and ability to thrive in ambiguous situations
- • Comfort using data to identify patterns and inform recommendations for product or process improvements
- • Deep empathy for customers, with evident drive to help them succeed
🏖️ Benefits
- • Competitive base salary range of $120,000–$165,000 with on-target earnings (OTE) from $138,000 to $189,750 including commission
- • 100% healthcare coverage in the U.S., 401K plan, WiFi and mobile reimbursement, and generous vacation policy
- • In the UK: pension, supplemental health insurance, and other local perks
- • Stock options as part of compensation package
- • Remote-friendly work environment with team members across the U.S. and U.K., annual Kamp Kustomer gatherings
- • Commitment to diversity, inclusion, and equal opportunity employment
- • Opportunity to work with leading customer service brands like Sweetgreen, Starz, Vuori, Resy, and Cotopaxi on an AI-native CRM platform
Skills & Technologies
About Kustomer Inc.
Kustomer Inc. provides cloud-based customer service software that unifies interactions, tickets, orders, and customer data into a single timeline. Agents access a 360-degree view, automation handles repetitive tasks, and AI delivers insights and suggested responses. The platform supports omnichannel communication across email, chat, social, voice, SMS, and WhatsApp, and offers CRM, workflow, and reporting tools for e-commerce, marketplaces, and digital-first brands.
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