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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.
Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.
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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.
About the Role
As a Product Manager (Senior level) at Kustomer, you’ll be leading our product efforts around our core Platform. You will be involved in organizing feedback from our customers, our marketing, our sales, and our customer experience departments into a clear, well-defined product roadmap for our engineering teams to execute on. You will own features from end to end and be responsible for seeing them through to completion.
You'll be responsible for:
Product Strategy & Roadmap: Own and execute on product strategy for various features within the Kustomer platform, 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.
Your qualifications:
5+ years of experience in product management, with a track record of building platform products that balance the needs of multiple users and stakeholders.
You have a degree in a technical or related field, or equivalent professional experience.
Experience with AI, including the ability to effectively leverage AI in your day-to-day work.
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.
Proficiency with AI tools like Cursor and Claude Code, and familiarity with GitHub.
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 and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.
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.
Candidate Privacy Notice
As a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.
Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.
","descriptionPlain":"About Kustomer\n\nKustomer 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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.\n\n\n\nKustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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.\n\n\n\nIn 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M. In 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.\n\n\n\nOur 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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.\n\n\n\nAbout the Role\n\nAs a Product Manager (Senior level) at Kustomer, you’ll be leading our product efforts around our core Platform. You will be involved in organizing feedback from our customers, our marketing, our sales, and our customer experience departments into a clear, well-defined product roadmap for our engineering teams to execute on. You will own features from end to end and be responsible for seeing them through to completion.\n\n\n\nYou'll be responsible for:\n\n - Product Strategy & Roadmap: Own and execute on product strategy for various features within the Kustomer platform, ensuring alignment with company goals and objectives. Develop and communicate a cohesive vision and roadmap.\n\n - Cross-Functional Collaboration: Work closely with engineering, design, marketing, and business teams to ensure successful product development, launches, and iterations.\n\n - 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.\n\n - Execution & Delivery: Oversee the entire product development lifecycle from concept to launch, ensuring timely delivery and high-quality outcomes.\n\n - Stakeholder Management: Act as the key product liaison between senior leadership and product teams, ensuring transparency and alignment on priorities, progress, and roadblocks.\n\n\n\nYour qualifications:\n\n - 5+ years of experience in product management, with a track record of building platform products that balance the needs of multiple users and stakeholders.\n\n - You have a degree in a technical or related field, or equivalent professional experience.\n\n - Experience with AI, including the ability to effectively leverage AI in your day-to-day work.\n\n - You’re comfortable having a perspective and working towards clearly defined solutions in ambiguous problem spaces.\n\n - You have an eye for elegant design and believe in “thinking for the customer.”\n\n - Ownership comes naturally to you and you like being responsible for multiple large projects.\n\n - You’re concise in your communication and can articulate complex technical concepts to people of different backgrounds.\n\n - Data Driven - you like to set goals, and measure success not by releases, but by making an impact on customers.\n\n - You’re passionate about learning, always seeking out the latest technologies and market trends.\n\n - Proficiency with AI tools like Cursor and Claude Code, and familiarity with GitHub.\n\n - Domain knowledge of Customer Experience / Customer Support / CRM is a huge plus.\n\nHIPAA Compliance\n\nAll roles at Kustomer may involve handling sensitive personal data.\n\n\n\nBenefits\n\nKustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.\n\n\n\nDiversity & Inclusion at Kustomer\n\nKustomer is committed to bringing together individuals from different backgrounds and perspectives.\n\nWe 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.\n\nCandidate Privacy Notice https://www.kustomer.com/privacy/candidate-statement/\n\nAs a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.\n\nDisclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.\n\n"},{"id":"3529bd5f-ddcf-41fb-b4a5-e877628db054","title":"Customer Success Manager (UK- London)","department":"Customer Experience","team":"Customer Success","employmentType":"FullTime","location":"UK - Remote","secondaryLocations":[],"publishedAt":"2026-07-09T17:25:09.940+00:00","isListed":true,"isRemote":true,"workplaceType":"Hybrid","address":{"postalAddress":{"addressCountry":"United Kingdom"}},"jobUrl":"https://jobs.ashbyhq.com/kustomer/3529bd5f-ddcf-41fb-b4a5-e877628db054","applyUrl":"https://jobs.ashbyhq.com/kustomer/3529bd5f-ddcf-41fb-b4a5-e877628db054/application","descriptionHtml":"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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.
Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.
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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.
About the Role
Kustomer is hiring a Strategic Customer Success Manager to join our Customer Success team. The Customer Success team is responsible for owning the post-sale customer relationship, ensuring every client achieves real, measurable value and outcomes from the Kustomer platform.
At Kustomer, we take our clients' experiences seriously, and that starts with the team built to champion them. As a CSM, you'll be the connective tissue between our customers and everything Kustomer has to offer: from our AI-powered automation and intelligent workflows to the insights that help support teams operate smarter and faster. You won't just be managing accounts – you'll be helping some of the world's most customer-obsessed brands transform how they interact with their customers.
From the moment our Implementations team onboards a client, you'll take the lead, deepening the relationship, accelerating product adoption, and ensuring customers are unlocking the full power of our AI-native platform. You'll own renewals, expansions in partnership with our Sales team and everything in between, and your impact will be felt directly in the outcomes our customers achieve.
We're looking for candidates comfortable with in-person collaboration at our London office roughly once a week.
You'll be responsible for:
Managing the end-to-end customer relationship post-sale from collaborating with the Implementation team on onboarding, to aligning with our executive team, conducting business reviews, driving product expansions, and owning renewal negotiations
Driving product adoption so customers see real, tangible value, including call shadowing with end users to understand how they work, identifying opportunities where AI and automation can reduce effort and improve outcomes, and educating customers on best practices
Understanding each customer's KPIs and business goals, and partnering with them to achieve those outcomes using Kustomer's products and AI capabilities
Influencing the future of the Kustomer platform by funneling customer feedback to the Product organization while proactively helping customers understand how we’re working towards solutions that exceed their expectations
Acting as the internal voice of the customer, quarterbacking any required communication with other team members, championing your own customers’ needs, and managing escalations with urgency and care
Partnering with Account Executives to help customers implement new products and features, including AI-powered capabilities that drive efficiency and personalization
Expanding our list of referenceable customers and building the kind of relationships that lead to genuine advocacy
Traveling approximately 25% of the time to build deep, high-impact customer relationships in person
Your qualifications:
Bachelor's degree or equivalent professional experience
5+ years of Customer Success or Account Management with a technical SaaS product
Solid industry and/or technical domain knowledge in two or more of the following: SaaS, CRM, CX/Support Software, or APIs
Experience owning a book of business, including negotiating customer renewals and driving expansion revenue
Effective communication and interpersonal skills, with the ability to inspire both clients and teammates
Highly organized, with strong project management instincts – formal PM experience is a plus
A natural ability to build rapport quickly with individuals and teams, and to spot opportunities to make processes easier
Experience advocating for customer needs internally and driving cross-functional teams to solutions
Creative problem-solving skills and the ability to thrive in ambiguous situations
Comfort using data to identify patterns and inform recommendations for product or process improvements
Deep empathy for the people you work with; you identify with their challenges, and your drive to help them succeed is evident in every interaction
HIPAA Compliance
All roles at Kustomer may involve handling sensitive personal data.
Benefits
Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.
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.
Candidate Privacy Notice
As a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.
Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.
","descriptionPlain":"About Kustomer\n\nKustomer 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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.\n\n\n\nKustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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.\n\n\n\nIn 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M. In 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.\n\n\n\nOur 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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.\n\n\n\nAbout the Role\n\nKustomer is hiring a Strategic Customer Success Manager to join our Customer Success team. The Customer Success team is responsible for owning the post-sale customer relationship, ensuring every client achieves real, measurable value and outcomes from the Kustomer platform.\n\nAt Kustomer, we take our clients' experiences seriously, and that starts with the team built to champion them. As a CSM, you'll be the connective tissue between our customers and everything Kustomer has to offer: from our AI-powered automation and intelligent workflows to the insights that help support teams operate smarter and faster. You won't just be managing accounts – you'll be helping some of the world's most customer-obsessed brands transform how they interact with their customers.\n\nFrom the moment our Implementations team onboards a client, you'll take the lead, deepening the relationship, accelerating product adoption, and ensuring customers are unlocking the full power of our AI-native platform. You'll own renewals, expansions in partnership with our Sales team and everything in between, and your impact will be felt directly in the outcomes our customers achieve.\n\n\nWe're looking for candidates comfortable with in-person collaboration at our London office roughly once a week.\n\n\n\nYou'll be responsible for:\n\n - Managing the end-to-end customer relationship post-sale from collaborating with the Implementation team on onboarding, to aligning with our executive team, conducting business reviews, driving product expansions, and owning renewal negotiations\n\n - Driving product adoption so customers see real, tangible value, including call shadowing with end users to understand how they work, identifying opportunities where AI and automation can reduce effort and improve outcomes, and educating customers on best practices\n\n - Understanding each customer's KPIs and business goals, and partnering with them to achieve those outcomes using Kustomer's products and AI capabilities\n\n - Influencing the future of the Kustomer platform by funneling customer feedback to the Product organization while proactively helping customers understand how we’re working towards solutions that exceed their expectations\n\n - Acting as the internal voice of the customer, quarterbacking any required communication with other team members, championing your own customers’ needs, and managing escalations with urgency and care\n\n - Partnering with Account Executives to help customers implement new products and features, including AI-powered capabilities that drive efficiency and personalization\n\n - Expanding our list of referenceable customers and building the kind of relationships that lead to genuine advocacy\n\n - Traveling approximately 25% of the time to build deep, high-impact customer relationships in person\n\n\n\nYour qualifications:\n\n - Bachelor's degree or equivalent professional experience\n\n - 5+ years of Customer Success or Account Management with a technical SaaS product\n\n - Solid industry and/or technical domain knowledge in two or more of the following: SaaS, CRM, CX/Support Software, or APIs\n\n - Experience owning a book of business, including negotiating customer renewals and driving expansion revenue\n\n - Effective communication and interpersonal skills, with the ability to inspire both clients and teammates\n\n - Highly organized, with strong project management instincts – formal PM experience is a plus\n\n - A natural ability to build rapport quickly with individuals and teams, and to spot opportunities to make processes easier\n\n - Experience advocating for customer needs internally and driving cross-functional teams to solutions\n\n - Creative problem-solving skills and the ability to thrive in ambiguous situations\n\n - Comfort using data to identify patterns and inform recommendations for product or process improvements\n\n - Deep empathy for the people you work with; you identify with their challenges, and your drive to help them succeed is evident in every interaction\n\nHIPAA Compliance\n\nAll roles at Kustomer may involve handling sensitive personal data.\n\n\n\nBenefits\n\nKustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.\n\n\n\nDiversity & Inclusion at Kustomer\n\nKustomer is committed to bringing together individuals from different backgrounds and perspectives.\n\nWe 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.\n\nCandidate Privacy Notice https://www.kustomer.com/privacy/candidate-statement/\n\nAs a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.\n\nDisclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.\n\n"},{"id":"ff55a88e-f510-4d9a-93fe-add4a50879ac","title":"Software Engineer, Infrastructure ","department":"Engineering","team":"Infrastructure","employmentType":"FullTime","location":"US - New York, NY","secondaryLocations":[],"publishedAt":"2026-07-08T14:40:39.084+00:00","isListed":true,"isRemote":true,"workplaceType":"Hybrid","address":{"postalAddress":{"addressRegion":"NY","addressCountry":"United States","addressLocality":"New York"}},"jobUrl":"https://jobs.ashbyhq.com/kustomer/ff55a88e-f510-4d9a-93fe-add4a50879ac","applyUrl":"https://jobs.ashbyhq.com/kustomer/ff55a88e-f510-4d9a-93fe-add4a50879ac/application","descriptionHtml":"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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.
Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.
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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.
About the Role
As an infrastructure engineer at Kustomer, you will be responsible for building systems and abstractions that will be used by teams across the company. You will join a team of experienced engineers and have ample opportunities to continue learning and growing. This role sits on our Foundation team; your responsibilities on this team will include improving the developer experience, application observability, and designing architectural changes in critical backend components including database sharding strategies, event bus performance, scaling search systems, and improving end to end latency. We believe in ownership and are looking for people driven to continuously deliver positive and impactful changes.
The responsibilities of this role are divided into 50% backend systems and 50% infrastructure and varies from many factors.
What You’ll Do:
Serve as a Lead and senior member of the team, leading initiatives and key projects
Provide guidance and mentorship to team members, fostering a culture of collaboration and technical excellence
Analyze, design, develop, maintain and improve software infrastructure and platform to expand its capabilities
Measure, report and drive improvements on scalability, performance, and availability
Lead complex projects and efforts to improve our ability to respond to impaired production systems
Lead, plan, and execute large scale system changes to meet business objectives
Tackle ambiguous engineering problems by designing well architected solutions
Participate in cross-team initiatives to drive engineering best-practices
Collaborate with the CTO and other technical leaders to set the vision for strategic development efforts
Work with various engineering teams to bridge gaps and lead initiatives across backend systems and our data platform
Proactively identify systemic inefficiencies, design and implement improvements
Become a trusted coach and mentor, actively building strong technical leaders
Collaborate with the InfoSec team to drive compliance, observability and automation for the security of our platform
Work closely with the Security team to address gaps and vulnerabilities during audits to satisfy compliance requirements
Manage and coordinate security vulnerabilities and upgrade schedules for EOL (End of Life) software
Lead or assist in security investigations as needed
Our Tech Stack:
Javascript (React/node.js), Go, Python
AWS Cloud, MongoDB, Redis, Elasticsearch
Terraform, Kafka, Kinesis
Your qualifications and experience:
Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience
5+ years experience building and managing large scale, highly available, distributed web applications
You have a Mastery of a high-level programming language like Go, Python, JavaScript, etc.
You have experience with NoSQL databases like MongoDB
You own technical architecture discussions and leading decisions for an engineering organization
You lead and mentor engineers through technical projects and initiatives
Proficiency with Infrastructure as Code (IaC) tools, including Terraform.
You have experience designing sharding configurations for databases
You have experience developing internal tools for others
You have experience creating SLAs, SLOs, SLIs
HIPAA Compliance
All roles at Kustomer may involve handling sensitive personal data.
Benefits
Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.
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.
Candidate Privacy Notice
As a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.
Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.
","descriptionPlain":"About Kustomer\n\nKustomer 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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.\n\n\n\nKustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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.\n\n\n\nIn 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M. In 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.\n\n\n\nOur 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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.\n\n\n\nAbout the Role\n\nAs an infrastructure engineer at Kustomer, you will be responsible for building systems and abstractions that will be used by teams across the company. You will join a team of experienced engineers and have ample opportunities to continue learning and growing. This role sits on our Foundation team; your responsibilities on this team will include improving the developer experience, application observability, and designing architectural changes in critical backend components including database sharding strategies, event bus performance, scaling search systems, and improving end to end latency. We believe in ownership and are looking for people driven to continuously deliver positive and impactful changes. \n\nThe responsibilities of this role are divided into 50% backend systems and 50% infrastructure and varies from many factors.\n\nWhat You’ll Do:\n\n - Serve as a Lead and senior member of the team, leading initiatives and key projects\n \n - Provide guidance and mentorship to team members, fostering a culture of collaboration and technical excellence\n\n - Analyze, design, develop, maintain and improve software infrastructure and platform to expand its capabilities\n \n - Measure, report and drive improvements on scalability, performance, and availability\n \n - Lead complex projects and efforts to improve our ability to respond to impaired production systems\n \n - Lead, plan, and execute large scale system changes to meet business objectives\n \n - Tackle ambiguous engineering problems by designing well architected solutions\n\n - Participate in cross-team initiatives to drive engineering best-practices\n \n - Collaborate with the CTO and other technical leaders to set the vision for strategic development efforts\n \n - Work with various engineering teams to bridge gaps and lead initiatives across backend systems and our data platform\n \n - Proactively identify systemic inefficiencies, design and implement improvements\n \n - Become a trusted coach and mentor, actively building strong technical leaders\n\n - Collaborate with the InfoSec team to drive compliance, observability and automation for the security of our platform\n \n - Work closely with the Security team to address gaps and vulnerabilities during audits to satisfy compliance requirements\n \n - Manage and coordinate security vulnerabilities and upgrade schedules for EOL (End of Life) software\n \n - Lead or assist in security investigations as needed\n\nOur Tech Stack:\n\n - Javascript (React/node.js), Go, Python\n\n - AWS Cloud, MongoDB, Redis, Elasticsearch\n\n - Terraform, Kafka, Kinesis\n\nYour qualifications and experience:\n\n - Bachelor's degree in Computer Science, Computer Engineering, relevant technical field, or equivalent practical experience\n\n - 5+ years experience building and managing large scale, highly available, distributed web applications\n\n - You have a Mastery of a high-level programming language like Go, Python, JavaScript, etc.\n\n - You have experience with NoSQL databases like MongoDB\n\n - You own technical architecture discussions and leading decisions for an engineering organization\n\n - You lead and mentor engineers through technical projects and initiatives\n\n - Proficiency with Infrastructure as Code (IaC) tools, including Terraform.\n\n - You have experience designing sharding configurations for databases\n\n - You have experience developing internal tools for others\n\n - You have experience creating SLAs, SLOs, SLIs\n\nHIPAA Compliance\n\nAll roles at Kustomer may involve handling sensitive personal data.\n\n\n\nBenefits\n\nKustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.\n\n\n\nDiversity & Inclusion at Kustomer\n\nKustomer is committed to bringing together individuals from different backgrounds and perspectives.\n\nWe 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.\n\nCandidate Privacy Notice https://www.kustomer.com/privacy/candidate-statement/\n\nAs a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.\n\nDisclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.\n\n"},{"id":"6a690b9b-aa56-495e-9422-593c0c529c5e","title":"Head of Revenue Operations","department":"Sales","team":"Sales","employmentType":"FullTime","location":"US - New York, NY","secondaryLocations":[{"location":"US - Remote","address":{"postalAddress":{"addressRegion":"NY","addressCountry":"USA","addressLocality":"New York"}}}],"publishedAt":"2026-08-10T16:49:06.653+00:00","isListed":true,"isRemote":true,"workplaceType":"Hybrid","address":{"postalAddress":{"addressRegion":"NY","addressCountry":"United States","addressLocality":"New York"}},"jobUrl":"https://jobs.ashbyhq.com/kustomer/6a690b9b-aa56-495e-9422-593c0c529c5e","applyUrl":"https://jobs.ashbyhq.com/kustomer/6a690b9b-aa56-495e-9422-593c0c529c5e/application","descriptionHtml":"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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.
Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.
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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.
About the Role
Kustomer is an AI-native CX platform scaling thoughtfully with aggressive growth targets. As Head of Revenue Operations, you'll lead an established team of seasoned RevOps and Enablement professionals across Sales, Marketing, and Customer Experience — bringing continued discipline, rigor, and strategy to a highly functioning organization.
This isn't a build-from-scratch role. It's about elevating how an already-capable team operates: sharpening analytics and forecasting, hardening the systems and data architecture underneath it, and pushing even further with AI-first ways of working — from adoption into measurable operating leverage. You'll report to the Chief Revenue Officer and serve as a strategic partner to executive leadership on revenue optimization.
Your Responsibilities
Strategic Planning & Alignment
Partner with Sales, Marketing, and CX leadership to build one cohesive revenue operations and enablement strategy.
Own enablement programming — training, content, accountability — that drives consistent rep performance.
Drive alignment on goals, KPIs, and metrics across all GTM teams.
AI-First Operations & Enablement
Default to AI-assisted workflows before manual ones across forecasting, reporting, content generation, and coaching — using tools like Ashby, Clay, and Claude — rather than applying AI to existing process as an afterthought.
Identify what should be fully automated versus what stays human-only, and shift your team's time toward the latter: strategy, judgment, cross-functional partnership.
Build, test, and iterate on new AI tools and workflows continuously; share what works with the broader RevOps org rather than treating adoption as a one-time rollout.
Tie AI usage to measurable outcomes — time saved, output increased, cost reduced, pipeline or retention impact — not adoption for its own sake.
Team Leadership & Development
Lead and develop an established team of senior RevOps and Enablement professionals, raising the bar on an already-capable function rather than building one from scratch.
As a people leader, you're directly accountable for driving AI adoption within your team — this includes hiring for AI-native thinking and proficiency, and building goals that incorporate AI-driven improvements into individual and team performance.
Build enablement and L&D programs that raise team capability, including growing your team's own AI fluency over time.
Systems & Tools
Own evaluation, implementation, and management of the revenue tech stack (CRM, marketing automation, CS platforms, analytics, AI/automation layers).
Ensure system integration and automation for clean, synchronized data across teams.
Manage vendor and partner relationships, delegating day-to-day tool ownership to your team as appropriate.
Data, Reporting & Analytics
Own end-to-end GTM reporting: pipeline forecasting, conversion rates, churn, upsell/cross-sell performance.
Establish a single source of truth for revenue data across CRM, marketing automation, and CS platforms.
Use AI-assisted analysis to turn performance data into faster, sharper recommendations for senior leadership.
Process Optimization
Design and optimize scalable processes across Sales, Marketing, and CS — lead handoff, onboarding, expansion.
Eliminate unnecessary steps and manual effort by default; automate rather than merely streamline.
Standardize execution of revenue-driving campaigns: lead gen, nurture, retention.
Forecasting & Revenue Growth
Own and refine revenue forecasting in partnership with sales leadership.
Flag pipeline risks and opportunities in real time; recommend growth strategies grounded in data.
Cross-Functional Collaboration
Drive productive, measurable collaboration and decisioning across Sales, Marketing, CX, and Finance.
Serve as strategic advisor to the Chief Revenue Officer on revenue optimization.
Your Qualifications
10+ years in revenue operations, sales operations, or GTM operations, with a track record of scaling B2B SaaS organizations through high-growth stages.
3+ years leading and developing senior, established RevOps/Enablement talent — not building a team from zero, but raising the bar on an experienced one.
Proven track record redesigning workflows around AI/LLM-powered automation — evaluated at an Advanced (Driver) level or above: you've introduced new ways of working, helped others adopt AI, and delivered team-level impact from it.
Hands-on experience with core revenue tech stack: CRM (Salesforce, HubSpot), sales engagement (Outreach), conversation intelligence (Gong), and fluency in AI-assisted analytics/automation platforms.
Strong analytical skills — able to turn complex data into a clear, actionable narrative for executive audiences.
Excellent cross-functional leadership and communication skills.
High ownership, high accountability, comfortable in a fast-paced startup environment with aggressive growth targets.
HIPAA Compliance
All roles at Kustomer may involve handling sensitive personal data.
Benefits
Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.
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.
Candidate Privacy Notice
As a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.
Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.
","descriptionPlain":"About Kustomer\n\nKustomer 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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.\n\n\n\nKustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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.\n\n\n\nIn 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M. In 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.\n\n\n\nOur 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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.\n\n\n\nAbout the Role\n\nKustomer is an AI-native CX platform scaling thoughtfully with aggressive growth targets. As Head of Revenue Operations, you'll lead an established team of seasoned RevOps and Enablement professionals across Sales, Marketing, and Customer Experience — bringing continued discipline, rigor, and strategy to a highly functioning organization.\n\nThis isn't a build-from-scratch role. It's about elevating how an already-capable team operates: sharpening analytics and forecasting, hardening the systems and data architecture underneath it, and pushing even further with AI-first ways of working — from adoption into measurable operating leverage. You'll report to the Chief Revenue Officer and serve as a strategic partner to executive leadership on revenue optimization.\n\n\n\n\n\nYour Responsibilities\n\n\n\nStrategic Planning & Alignment\n\n - Partner with Sales, Marketing, and CX leadership to build one cohesive revenue operations and enablement strategy.\n\n - Own enablement programming — training, content, accountability — that drives consistent rep performance.\n\n - Drive alignment on goals, KPIs, and metrics across all GTM teams.\n\nAI-First Operations & Enablement\n\n - Default to AI-assisted workflows before manual ones across forecasting, reporting, content generation, and coaching — using tools like Ashby, Clay, and Claude — rather than applying AI to existing process as an afterthought.\n\n - Identify what should be fully automated versus what stays human-only, and shift your team's time toward the latter: strategy, judgment, cross-functional partnership.\n\n - Build, test, and iterate on new AI tools and workflows continuously; share what works with the broader RevOps org rather than treating adoption as a one-time rollout.\n\n - Tie AI usage to measurable outcomes — time saved, output increased, cost reduced, pipeline or retention impact — not adoption for its own sake.\n\nTeam Leadership & Development\n\n - Lead and develop an established team of senior RevOps and Enablement professionals, raising the bar on an already-capable function rather than building one from scratch.\n\n - As a people leader, you're directly accountable for driving AI adoption within your team — this includes hiring for AI-native thinking and proficiency, and building goals that incorporate AI-driven improvements into individual and team performance.\n\n - Build enablement and L&D programs that raise team capability, including growing your team's own AI fluency over time.\n\nSystems & Tools\n\n - Own evaluation, implementation, and management of the revenue tech stack (CRM, marketing automation, CS platforms, analytics, AI/automation layers).\n\n - Ensure system integration and automation for clean, synchronized data across teams.\n\n - Manage vendor and partner relationships, delegating day-to-day tool ownership to your team as appropriate.\n\nData, Reporting & Analytics\n\n - Own end-to-end GTM reporting: pipeline forecasting, conversion rates, churn, upsell/cross-sell performance.\n\n - Establish a single source of truth for revenue data across CRM, marketing automation, and CS platforms.\n\n - Use AI-assisted analysis to turn performance data into faster, sharper recommendations for senior leadership.\n\nProcess Optimization\n\n - Design and optimize scalable processes across Sales, Marketing, and CS — lead handoff, onboarding, expansion.\n\n - Eliminate unnecessary steps and manual effort by default; automate rather than merely streamline.\n\n - Standardize execution of revenue-driving campaigns: lead gen, nurture, retention.\n\nForecasting & Revenue Growth\n\n - Own and refine revenue forecasting in partnership with sales leadership.\n\n - Flag pipeline risks and opportunities in real time; recommend growth strategies grounded in data.\n\nCross-Functional Collaboration\n\n - Drive productive, measurable collaboration and decisioning across Sales, Marketing, CX, and Finance.\n\n - Serve as strategic advisor to the Chief Revenue Officer on revenue optimization.\n \n \n\nYour Qualifications\n\n - 10+ years in revenue operations, sales operations, or GTM operations, with a track record of scaling B2B SaaS organizations through high-growth stages.\n\n - 3+ years leading and developing senior, established RevOps/Enablement talent — not building a team from zero, but raising the bar on an experienced one.\n\n - Proven track record redesigning workflows around AI/LLM-powered automation — evaluated at an Advanced (Driver) level or above: you've introduced new ways of working, helped others adopt AI, and delivered team-level impact from it.\n\n - Hands-on experience with core revenue tech stack: CRM (Salesforce, HubSpot), sales engagement (Outreach), conversation intelligence (Gong), and fluency in AI-assisted analytics/automation platforms.\n\n - Strong analytical skills — able to turn complex data into a clear, actionable narrative for executive audiences.\n\n - Excellent cross-functional leadership and communication skills.\n\n - High ownership, high accountability, comfortable in a fast-paced startup environment with aggressive growth targets.\n\nHIPAA Compliance\n\nAll roles at Kustomer may involve handling sensitive personal data.\n\n\n\nBenefits\n\nKustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.\n\n\n\nDiversity & Inclusion at Kustomer\n\nKustomer is committed to bringing together individuals from different backgrounds and perspectives.\n\nWe 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.\n\nCandidate Privacy Notice https://www.kustomer.com/privacy/candidate-statement/\n\nAs a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.\n\nDisclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.\n\n"},{"id":"83a69655-d45d-40a1-a78d-3cef7c429e97","title":"Business Development Manager","department":"Marketing","team":"Business Development","employmentType":"FullTime","location":"US - New York, NY","secondaryLocations":[],"publishedAt":"2026-07-31T22:06:28.213+00:00","isListed":true,"isRemote":true,"workplaceType":"Hybrid","address":{"postalAddress":{"addressRegion":"NY","addressCountry":"United States","addressLocality":"New York"}},"jobUrl":"https://jobs.ashbyhq.com/kustomer/83a69655-d45d-40a1-a78d-3cef7c429e97","applyUrl":"https://jobs.ashbyhq.com/kustomer/83a69655-d45d-40a1-a78d-3cef7c429e97/application","descriptionHtml":"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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.
Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.
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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.
About the Role
Kustomer is hiring a Business Development Manager to join our Marketing team. The Business Development team is the engine powering Kustomer's revenue growth; they open doors, spark conversations, and build the pipeline that fuels our GTM motion. As the Business Development Manager you'll lead, coach, and scale a team of Business Development Representatives on the front lines of that effort. This is a hands-on role; you'll be in the trenches refining the playbook, sharpening the team’s pitch, and turning market signals into qualified pipelines. If you're the kind of leader who lights up watching your team land a key meeting or crack a new account, we want to talk.
AI is embedded into how we operate. As a leader on our team, you'll model strong AI habits, experiment and introduce new tooling for the BDR motion, while helping your team build effective AI workflows into how they prospect and pitch.
We're looking for a leader who thrives in a complex industry and finds the path forward even when facing strong headwinds. You bring creativity and rigor to pipeline generation, holding your team to a high standard while trusting them to run their own game. Great BDR leaders bring energy and positivity that translates into real career growth for their team.
This role requires you to be in our NYC office one day a week, on Wednesdays.
You’ll be responsible for:
Lead, coach, and grow a team of outbound BDRs; hiring, ramping, and developing talent to consistently hit and exceed pipeline quotas
Build and refine outbound prospecting playbooks, cadences, and messaging that cut through the noise
Partner closely with Marketing and Sales leadership to align on ICP, campaign strategy, and lead handoff processes
Drive performance management through weekly 1:1s, pipeline reviews, and data-informed coaching
Own CRM hygiene, reporting, and forecasting; turning activity data into actionable insights
Run monthly business reviews tracking pipeline attainment, productivity trends, and program ROI
Stay hands-on with the team by joining live calls, sitting in on prospect conversations, and coaching in real time alongside your BDRs
Your qualifications:
2+ years in a first-line leadership role within the Business Development function, with a demonstrated track record of success across multiple companies in SaaS or related industries
You've built pipeline in enterprise or mid-market SaaS, consistently hitting quotas yourself and coaching others to do the same.
Deep fluency in outbound motion: sequences, account-based strategies, and personalization at scale
Strong CRM and sales engagement tool proficiency (Salesforce, Outreach, Salesloft, or similar), including fluency in AI tooling to drive efficiency
Exceptional coach and communicator; you know how to unlock performance in individuals
Track record of cross-functional collaboration with RevOps, and Sales leadership
HIPAA Compliance
All roles at Kustomer may involve handling sensitive personal data.
Benefits
Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.
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.
Candidate Privacy Notice
As a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.
Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.
","descriptionPlain":"About Kustomer\n\nKustomer 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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.\n\n\n\nKustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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.\n\n\n\nIn 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M. In 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.\n\n\n\nOur 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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.\n\n\n\nAbout the Role\n\nKustomer is hiring a Business Development Manager to join our Marketing team. The Business Development team is the engine powering Kustomer's revenue growth; they open doors, spark conversations, and build the pipeline that fuels our GTM motion. As the Business Development Manager you'll lead, coach, and scale a team of Business Development Representatives on the front lines of that effort. This is a hands-on role; you'll be in the trenches refining the playbook, sharpening the team’s pitch, and turning market signals into qualified pipelines. If you're the kind of leader who lights up watching your team land a key meeting or crack a new account, we want to talk.\n\n\nAI is embedded into how we operate. As a leader on our team, you'll model strong AI habits, experiment and introduce new tooling for the BDR motion, while helping your team build effective AI workflows into how they prospect and pitch.\n\n\n\nWe're looking for a leader who thrives in a complex industry and finds the path forward even when facing strong headwinds. You bring creativity and rigor to pipeline generation, holding your team to a high standard while trusting them to run their own game. Great BDR leaders bring energy and positivity that translates into real career growth for their team.\n\nThis role requires you to be in our NYC office one day a week, on Wednesdays.\n\n\n\nYou’ll be responsible for: \n\n - Lead, coach, and grow a team of outbound BDRs; hiring, ramping, and developing talent to consistently hit and exceed pipeline quotas\n\n - Build and refine outbound prospecting playbooks, cadences, and messaging that cut through the noise\n\n - Partner closely with Marketing and Sales leadership to align on ICP, campaign strategy, and lead handoff processes\n\n - Drive performance management through weekly 1:1s, pipeline reviews, and data-informed coaching\n\n - Own CRM hygiene, reporting, and forecasting; turning activity data into actionable insights\n\n - Run monthly business reviews tracking pipeline attainment, productivity trends, and program ROI\n\n - Stay hands-on with the team by joining live calls, sitting in on prospect conversations, and coaching in real time alongside your BDRs\n\n\nYour qualifications:\n\n - 2+ years in a first-line leadership role within the Business Development function, with a demonstrated track record of success across multiple companies in SaaS or related industries\n\n - You've built pipeline in enterprise or mid-market SaaS, consistently hitting quotas yourself and coaching others to do the same.\n\n - Deep fluency in outbound motion: sequences, account-based strategies, and personalization at scale\n\n - Strong CRM and sales engagement tool proficiency (Salesforce, Outreach, Salesloft, or similar), including fluency in AI tooling to drive efficiency\n\n - Exceptional coach and communicator; you know how to unlock performance in individuals\n\n - Track record of cross-functional collaboration with RevOps, and Sales leadership\n\n\n\n\nHIPAA Compliance\n\nAll roles at Kustomer may involve handling sensitive personal data.\n\n\n\nBenefits\n\nKustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.\n\n\n\nDiversity & Inclusion at Kustomer\n\nKustomer is committed to bringing together individuals from different backgrounds and perspectives.\n\nWe 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.\n\nCandidate Privacy Notice https://www.kustomer.com/privacy/candidate-statement/\n\nAs a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.\n\nDisclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.\n\n"},{"id":"50bf7508-e199-4136-a11f-705f06b834c4","title":"Software Engineer, Infrastructure (Optimization)","department":"Engineering","team":"Infrastructure","employmentType":"FullTime","location":"US - New York, NY","secondaryLocations":[],"publishedAt":"2026-08-06T20:58:41.609+00:00","isListed":true,"isRemote":true,"workplaceType":"Hybrid","address":{"postalAddress":{"addressRegion":"NY","addressCountry":"United States","addressLocality":"New York"}},"jobUrl":"https://jobs.ashbyhq.com/kustomer/50bf7508-e199-4136-a11f-705f06b834c4","applyUrl":"https://jobs.ashbyhq.com/kustomer/50bf7508-e199-4136-a11f-705f06b834c4/application","descriptionHtml":"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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.
Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.
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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.
Kustomer is looking for an Infrastructure Engineer to own cost optimization across our cloud and AI infrastructure. This role is mostly focused on driving down our AWS/infra and AI token spend, while keeping an eye on the AI tooling ecosystem that powers our platform. You'll sit on our Foundation team, partnering closely with engineering leadership to find, prioritize, and execute cost-saving initiatives without sacrificing performance or reliability.
If you love digging into a cost and usage report, right-sizing EC2 fleets, negotiating reserved capacity, or figuring out why an LLM call is burning 3x the tokens it needs to; this role is built for you.
This is a chance to own cost optimization as a function end to end; you'll set the strategy, build the tooling, and see it through from idea to impact.
Infrastructure & Cloud Cost Optimization
Own AWS cost optimization end-to-end: EC2 right-sizing, Reserved Instances/Savings Plans, spot usage, storage tiering, and unused resource cleanup
Build dashboards and reporting to track infra spend by team/service, and flag anomalies before they become expensive
Partner with engineering teams to identify and eliminate waste, think idle resources, over-provisioned instances, redundant environments
Drive architectural decisions that balance cost, performance, and reliability
Use Terraform to codify and enforce cost-conscious infrastructure standards
AI Token Spend Optimization
Analyze and reduce AI/LLM token spend across our AI-native platform, model right-sizing, prompt efficiency, caching, and routing strategies
Work with our Foundations team on developer tooling to build guardrails and observability around token usage
Evaluate deterministic vs. generative tool selection tradeoffs from a cost lens, and recommend where cheaper approaches can do the same job
Support Kustomer's AI capabilities (Architect, Concierge, Envoy) by keeping them performant and cost-efficient
Cross-Team Collaboration
Report on cost trends and savings opportunities directly to engineering leadership
Proactively identify systemic inefficiencies and build the tooling to keep them from creeping back
Collaborate with FinOps/finance stakeholders to forecast and track spend against budget, while driving alignment across engineering teams that balances developer input without sacrificing speed and momentum
AWS Cloud (EC2, and the broader AWS cost/billing tooling), Terraform
MongoDB, Redis, Elasticsearch, Clickhouse
Kafka, Kinesis
Go, Python, JavaScript (React/Node.js)
Bachelor's degree in Computer Science, Computer Engineering, a relevant technical field, or equivalent practical experience
4+ years of experience with AWS infrastructure at scale, with a strong track record of driving down cloud costs
Hands-on experience with AWS cost tools (Cost Explorer, Cost and Usage Reports, Trusted Advisor, etc.) and EC2 right-sizing/reservation strategies
Proficiency with Terraform or other Infrastructure as Code tools, and a high-level programming language such as Go, Python, or JavaScript
Familiarity with LLM/AI infrastructure cost drivers (token usage, model pricing, caching strategies) is a strong plus
You think in dollars saved, not just tickets closed
Curious what AI-native CX looks like in practice? Check out Kustomer's Co-founder ant CTO Jeremy Suriel's recent conversation on CX Now for a look at how we build AI into our platform.
HIPAA Compliance
All roles at Kustomer may involve handling sensitive personal data.
Benefits
Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.
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.
Candidate Privacy Notice
As a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.
Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.
","descriptionPlain":"About Kustomer\n\nKustomer 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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.\n\n\n\nKustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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.\n\n\n\nIn 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M. In 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.\n\n\n\nOur 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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.\n\n\n\n\nABOUT THE ROLE\n\nKustomer is looking for an Infrastructure Engineer to own cost optimization across our cloud and AI infrastructure. This role is mostly focused on driving down our AWS/infra and AI token spend, while keeping an eye on the AI tooling ecosystem that powers our platform. You'll sit on our Foundation team, partnering closely with engineering leadership to find, prioritize, and execute cost-saving initiatives without sacrificing performance or reliability.\n\nIf you love digging into a cost and usage report, right-sizing EC2 fleets, negotiating reserved capacity, or figuring out why an LLM call is burning 3x the tokens it needs to; this role is built for you.\n\nThis is a chance to own cost optimization as a function end to end; you'll set the strategy, build the tooling, and see it through from idea to impact.\n\n\n\nWHAT YOU'LL DO\n\nInfrastructure & Cloud Cost Optimization\n\n - Own AWS cost optimization end-to-end: EC2 right-sizing, Reserved Instances/Savings Plans, spot usage, storage tiering, and unused resource cleanup\n\n - Build dashboards and reporting to track infra spend by team/service, and flag anomalies before they become expensive\n\n - Partner with engineering teams to identify and eliminate waste, think idle resources, over-provisioned instances, redundant environments\n\n - Drive architectural decisions that balance cost, performance, and reliability\n\n - Use Terraform to codify and enforce cost-conscious infrastructure standards\n\nAI Token Spend Optimization\n\n - Analyze and reduce AI/LLM token spend across our AI-native platform, model right-sizing, prompt efficiency, caching, and routing strategies\n\n - Work with our Foundations team on developer tooling to build guardrails and observability around token usage\n\n - Evaluate deterministic vs. generative tool selection tradeoffs from a cost lens, and recommend where cheaper approaches can do the same job\n\n - Support Kustomer's AI capabilities (Architect, Concierge, Envoy) by keeping them performant and cost-efficient\n\nCross-Team Collaboration\n\n - Report on cost trends and savings opportunities directly to engineering leadership\n\n - Proactively identify systemic inefficiencies and build the tooling to keep them from creeping back\n\n - Collaborate with FinOps/finance stakeholders to forecast and track spend against budget, while driving alignment across engineering teams that balances developer input without sacrificing speed and momentum\n\n\n\nOUR TECH STACK\n\n - AWS Cloud (EC2, and the broader AWS cost/billing tooling), Terraform\n\n - MongoDB, Redis, Elasticsearch, Clickhouse\n\n - Kafka, Kinesis\n\n - Go, Python, JavaScript (React/Node.js)\n\n\n\nYOUR QUALIFICATIONS AND EXPERIENCE\n\n - Bachelor's degree in Computer Science, Computer Engineering, a relevant technical field, or equivalent practical experience\n\n - 4+ years of experience with AWS infrastructure at scale, with a strong track record of driving down cloud costs\n\n - Hands-on experience with AWS cost tools (Cost Explorer, Cost and Usage Reports, Trusted Advisor, etc.) and EC2 right-sizing/reservation strategies\n\n - Proficiency with Terraform or other Infrastructure as Code tools, and a high-level programming language such as Go, Python, or JavaScript\n\n - Familiarity with LLM/AI infrastructure cost drivers (token usage, model pricing, caching strategies) is a strong plus\n\n - You think in dollars saved, not just tickets closed\n\n\n\nCurious what AI-native CX looks like in practice? Check out Kustomer's Co-founder ant CTO Jeremy Suriel's recent conversation on CX Now https://www.kustomer.com/resources/podcast/cxnow7/ for a look at how we build AI into our platform.\n\n\nHIPAA Compliance\n\nAll roles at Kustomer may involve handling sensitive personal data.\n\n\n\nBenefits\n\nKustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.\n\n\n\nDiversity & Inclusion at Kustomer\n\nKustomer is committed to bringing together individuals from different backgrounds and perspectives.\n\nWe 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.\n\nCandidate Privacy Notice https://www.kustomer.com/privacy/candidate-statement/\n\nAs a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.\n\nDisclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.\n\n"},{"id":"348cc65f-ca70-4db6-b7e9-c8523a25b9b8","title":"Sales Development Representative","department":"Marketing","team":"Business Development","employmentType":"FullTime","location":"US - New York, NY","secondaryLocations":[],"publishedAt":"2026-08-12T20:05:31.030+00:00","isListed":true,"isRemote":true,"workplaceType":"Hybrid","address":{"postalAddress":{"addressRegion":"NY","addressCountry":"United States","addressLocality":"New York"}},"jobUrl":"https://jobs.ashbyhq.com/kustomer/348cc65f-ca70-4db6-b7e9-c8523a25b9b8","applyUrl":"https://jobs.ashbyhq.com/kustomer/348cc65f-ca70-4db6-b7e9-c8523a25b9b8/application","descriptionHtml":"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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.
Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.
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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.
About the Role
As a Sales Development Representative (SDR), you will support the Kustomer sales effort in multiple functions while developing your skills for a full-cycle sales role. Your daily responsibilities will include the prospecting and sourcing of potential decision makers, outbound lead generation and leading qualification meetings. You will create an excellent first impression for prospective customers over multiple channels, including email, phone, and social. You will work closely with the sales and marketing teams driving Kustomer’s message to the market.
We are focused on hiring in the New York, NY metropolitan areas as the team comes into our Manhattan office 1x a week on Wednesdays. You must already be located in the tri-state area (CT, NY, NJ).
You'll be responsible for:
Engaging with potential prospects over email and phone to qualify and set appointments for the account executives
Identifying target customers for Kustomer through email, phone, and social channels
Maintaining active engagement with leads through informed, creative follow-ups
Researching and developing prospective accounts
Working closely with account executives to identify qualified accounts and define strategies for outreach
Partnering with marketing to deliver proper messaging and identify the best target market segments
Achieving quarterly quotas for developed leads and closed Sales
May involve handling sensitive personal data
Your qualifications:
6 months of inbound/outbound sales experience (may include internships), previous work with sales/startups preferred
You are able to quickly engage potential customers over email, phone, and in person
You’re clear, concise, and accurate in your communications, both written and verbally
You’re excited by AI and quickly mapping them to Sales processes
You possess grit and don’t shy away from rejection
You’re hungry to progress your career
You know how to effectively manage your time to complete objectives
You have experience being accountable to metrics, often exceeding them
You thrive in a high-energy team environment
Want to learn more about our Sales culture? Check out our CRO's Builtin Article: No one is a Cog in the Machine.
HIPAA Compliance
All roles at Kustomer may involve handling sensitive personal data.
Benefits
Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.
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.
Candidate Privacy Notice
As a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.
Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.
","descriptionPlain":"About Kustomer\n\nKustomer 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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.\n\n\n\nKustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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.\n\n\n\nIn 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M. In 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.\n\n\n\nOur 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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.\n\n\n\nAbout the Role\n\nAs a Sales Development Representative (SDR), you will support the Kustomer sales effort in multiple functions while developing your skills for a full-cycle sales role. Your daily responsibilities will include the prospecting and sourcing of potential decision makers, outbound lead generation and leading qualification meetings. You will create an excellent first impression for prospective customers over multiple channels, including email, phone, and social. You will work closely with the sales and marketing teams driving Kustomer’s message to the market.\n\n\n\nWe are focused on hiring in the New York, NY metropolitan areas as the team comes into our Manhattan office 1x a week on Wednesdays. You must already be located in the tri-state area (CT, NY, NJ). \n\n\n\nYou'll be responsible for:\n\n - Engaging with potential prospects over email and phone to qualify and set appointments for the account executives\n\n - Identifying target customers for Kustomer through email, phone, and social channels\n\n - Maintaining active engagement with leads through informed, creative follow-ups\n\n - Researching and developing prospective accounts\n\n - Working closely with account executives to identify qualified accounts and define strategies for outreach\n\n - Partnering with marketing to deliver proper messaging and identify the best target market segments\n\n - Achieving quarterly quotas for developed leads and closed Sales\n\n - May involve handling sensitive personal data\n\n\n\nYour qualifications:\n\n - 6 months of inbound/outbound sales experience (may include internships), previous work with sales/startups preferred\n\n - You are able to quickly engage potential customers over email, phone, and in person\n\n - You’re clear, concise, and accurate in your communications, both written and verbally\n\n - You’re excited by AI and quickly mapping them to Sales processes \n\n - You possess grit and don’t shy away from rejection\n\n - You’re hungry to progress your career\n\n - You know how to effectively manage your time to complete objectives\n\n - You have experience being accountable to metrics, often exceeding them\n\n - You thrive in a high-energy team environment\n\n\nWant to learn more about our Sales culture? Check out our CRO's Builtin Article: No one is a Cog in the Machine https://builtin.com/articles/no-one-cog-machine-kustomer-sales-team. \n\n\n\nHIPAA Compliance\n\nAll roles at Kustomer may involve handling sensitive personal data.\n\n\n\nBenefits\n\nKustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.\n\n\n\nDiversity & Inclusion at Kustomer\n\nKustomer is committed to bringing together individuals from different backgrounds and perspectives.\n\nWe 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.\n\nCandidate Privacy Notice https://www.kustomer.com/privacy/candidate-statement/\n\nAs a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.\n\nDisclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.\n\n"},{"id":"27108664-265b-40ff-8768-7c31a47d0a05","title":"AI Architect (Senior)","department":"Customer Experience","team":"Professional Services - Implementation","employmentType":"FullTime","location":"US - New York, NY","secondaryLocations":[],"publishedAt":"2026-08-19T15:07:24.069+00:00","isListed":true,"isRemote":true,"workplaceType":"Hybrid","address":{"postalAddress":{"addressRegion":"NY","addressCountry":"United States","addressLocality":"New York"}},"jobUrl":"https://jobs.ashbyhq.com/kustomer/27108664-265b-40ff-8768-7c31a47d0a05","applyUrl":"https://jobs.ashbyhq.com/kustomer/27108664-265b-40ff-8768-7c31a47d0a05/application","descriptionHtml":"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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.
Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.
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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.
About the Role
AI is no longer just a feature of the Kustomer platform — it's how modern customer service gets delivered, and our Professional Services team is where that gets built for real customers.
As an AI Architect, you'll design and build the AI agents and automations that run our customers' support operations: Kustomer Concierge for their end users and Kustomer Envoy for their support teams. You'll run discovery with customer stakeholders to map their systems and business processes, then turn that understanding into working solutions using procedures, Code Tools, and Workflows that let AI agents look up an order, schedule a delivery, process a refund, or hand off cleanly to a human.
This is a hands-on building role, and it's an AI-first one. Our team uses Claude Code, the in-platform Kustomer Architect agent, and a set of connected internal tools to build, test, debug, and document. You'll be expected to get good at directing AI to do the heavy lifting so you can spend your judgment where it matters: on the discovery, the architecture, and the decisions about what should be automated at all.
The experience you build here — seeing how our AI products perform across real customer environments — leads to a close working partnership with Product and Engineering. The team meets with them regularly to share what's working in the field, shape where the AI products go next, and establish the best practices that the rest of the company builds on.
You'll be responsible for:
Leading technical discovery sessions with customer experts to fully understand their use cases, business processes, and the systems that support them
Designing and building AI agents, code tools, and automations in Kustomer Concierge and Envoy
Guiding customers through the data and integration work that makes those agents possible, and identifying where their systems need to change
Helping prospects with proof of concept builds in testing environments
Testing, debugging, and tuning AI configurations in production — reading logs, stack traces, and API responses to refine and improve responses
Partnering with Product and Engineering: providing field feedback, brainstorming best practices, and writing documentation
Collaborating across the company to share AI knowledge and best practices
Travel as needed to support customer initiatives
Your qualifications:
Experience in technical consulting, solutions architecture, implementation, or engineering — ideally in enterprise B2B SaaS
A track record of running effective customer discovery sessions: you can genuinely unpack the use cases and business processes behind what a customer says they want
Hands-on experience building integrations and prototypes against REST APIs, and real fluency in testing and debugging them
Ability to read and reason over JavaScript; you don't need to write production code from scratch, but you do need to understand what a Code Tool is doing, where it might be failing, and how to improve it
Genuine AI fluency in how you work. You already use AI coding and reasoning tools daily and have opinions about how to get good output from them
Familiarity with the customer experience and support space, and comfort discussing omnichannel delivery (email, voice, chat, social, bot) with both technical and business audiences
Strong written and verbal communication. You can explain a complex design to a VP of Engineering and a Tier 3 support lead in the same meeting and have both leave clear on what happens next
Innate curiosity for new technologies, tooling, and frameworks — and excitement to share what you find with colleagues
HIPAA Compliance
All roles at Kustomer may involve handling sensitive personal data.
Benefits
Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.
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.
Candidate Privacy Notice
As a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.
Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.
","descriptionPlain":"About Kustomer\n\nKustomer 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 some of the leading customer service brands like Sweetgreen, Starz, Vuori, Resy and Cotopaxi.\n\n\n\nKustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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.\n\n\n\nIn 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M. In 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.\n\n\n\nOur 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 passionate about 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. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. and U.K. coming together for Kamp Kustomer each year.\n\n\n\nAbout the Role\n\nAI is no longer just a feature of the Kustomer platform — it's how modern customer service gets delivered, and our Professional Services team is where that gets built for real customers.\n\nAs an AI Architect, you'll design and build the AI agents and automations that run our customers' support operations: Kustomer Concierge for their end users and Kustomer Envoy for their support teams. You'll run discovery with customer stakeholders to map their systems and business processes, then turn that understanding into working solutions using procedures, Code Tools, and Workflows that let AI agents look up an order, schedule a delivery, process a refund, or hand off cleanly to a human.\n\nThis is a hands-on building role, and it's an AI-first one. Our team uses Claude Code, the in-platform Kustomer Architect agent, and a set of connected internal tools to build, test, debug, and document. You'll be expected to get good at directing AI to do the heavy lifting so you can spend your judgment where it matters: on the discovery, the architecture, and the decisions about what should be automated at all.\n\nThe experience you build here — seeing how our AI products perform across real customer environments — leads to a close working partnership with Product and Engineering. The team meets with them regularly to share what's working in the field, shape where the AI products go next, and establish the best practices that the rest of the company builds on.\n\n \n\nYou'll be responsible for:\n\n - Leading technical discovery sessions with customer experts to fully understand their use cases, business processes, and the systems that support them\n\n - Designing and building AI agents, code tools, and automations in Kustomer Concierge and Envoy\n\n - Guiding customers through the data and integration work that makes those agents possible, and identifying where their systems need to change\n\n - Helping prospects with proof of concept builds in testing environments\n\n - Testing, debugging, and tuning AI configurations in production — reading logs, stack traces, and API responses to refine and improve responses\n\n - Partnering with Product and Engineering: providing field feedback, brainstorming best practices, and writing documentation\n\n - Collaborating across the company to share AI knowledge and best practices\n\n - Travel as needed to support customer initiatives \n\n\n\nYour qualifications:\n\n - Experience in technical consulting, solutions architecture, implementation, or engineering — ideally in enterprise B2B SaaS\n\n - A track record of running effective customer discovery sessions: you can genuinely unpack the use cases and business processes behind what a customer says they want\n\n - Hands-on experience building integrations and prototypes against REST APIs, and real fluency in testing and debugging them\n\n - Ability to read and reason over JavaScript; you don't need to write production code from scratch, but you do need to understand what a Code Tool is doing, where it might be failing, and how to improve it\n\n - Genuine AI fluency in how you work. You already use AI coding and reasoning tools daily and have opinions about how to get good output from them\n\n - Familiarity with the customer experience and support space, and comfort discussing omnichannel delivery (email, voice, chat, social, bot) with both technical and business audiences\n\n - Strong written and verbal communication. You can explain a complex design to a VP of Engineering and a Tier 3 support lead in the same meeting and have both leave clear on what happens next\n\n - Innate curiosity for new technologies, tooling, and frameworks — and excitement to share what you find with colleagues\n \n \n\nHIPAA Compliance\n\nAll roles at Kustomer may involve handling sensitive personal data.\n\n\n\nBenefits\n\nKustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.\n\n\n\nDiversity & Inclusion at Kustomer\n\nKustomer is committed to bringing together individuals from different backgrounds and perspectives.\n\nWe 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.\n\nCandidate Privacy Notice https://www.kustomer.com/privacy/candidate-statement/\n\nAs a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information.\n\nDisclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.\n\n"}],"apiVersion":"1"}