Customer Success Manager (Strategic)

Kustomer • New York, NY

3d • Remote

About The Position

Kustomer is hiring a Strategic Customer Success Manager to join their Customer Success team. The Customer Success team is responsible for owning the post-sale customer relationship, ensuring every client achieves real, measurable value from the Kustomer platform. As a CSM, you'll be the connective tissue between customers and Kustomer's offerings, including AI-powered automation, intelligent workflows, and insights that help support teams operate smarter and faster. You will help transform how customer-obsessed brands interact with their customers. From onboarding, you will deepen relationships, accelerate product adoption, and ensure customers unlock the full power of the AI-native platform. You will own renewals, expansions in partnership with the Sales team, and your impact will be felt directly in the outcomes customers achieve.

Requirements

• Bachelor's degree or equivalent professional experience
• 7+ years of Customer Success or Account Management with a technical SaaS product
• Solid industry and/or technical domain knowledge in two or more of 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

Responsibilities

• 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 Technical Account Managers 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

Benefits

• competitive salaries
• stock options
• 100% healthcare coverage (in the U.S.)
• 401K (in the U.S.)
• WiFi and Mobile reimbursement (in the U.S.)
• generous vacation policy (in the U.S.)
• pension (in the UK)
• supplemental health insurance (in the UK)
• other perks (in the UK)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior