Head of Revenue Operations

Kustomer•New York, NY

4d•Remote

About The Position

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.

Requirements

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.
All roles at Kustomer may involve handling sensitive personal data.

Responsibilities

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.
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.
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.
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.
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.
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.
Own and refine revenue forecasting in partnership with sales leadership.
Flag pipeline risks and opportunities in real time; recommend growth strategies grounded in data.
Drive productive, measurable collaboration and decisioning across Sales, Marketing, CX, and Finance.
Serve as strategic advisor to the Chief Revenue Officer on revenue optimization.