Manager, Customer Success

Kustomer • New York, NY

1d

About The Position

Kustomer is hiring a Manager, Customer Success to lead a Customer Success team at the forefront of AI-powered customer experience transformation. Customer satisfaction and retention are the heart of our mission, and Kustomer delivers this through intelligent automation, AI-native workflows, and seamless human + AI collaboration.

As a Manager on our Customer Success team, you’ll lead a team of expert Customer Success Managers (CSMs) in helping customers to unlock measurable business impact from our AI-powered CRM platform. Your team will partner with enterprise customers to drive AI adoption, optimize automation strategies, and translate innovation into tangible outcomes such as improved resolution rates, reduced cost-to-serve, and elevated customer satisfaction.

You’ll collaborate cross-functionally with Sales, Product, Engineering, and Marketing to ensure customer feedback informs our AI roadmap and that customers are continuously advancing in their AI maturity. This role plays a pivotal part in shaping how leading brands operationalize AI in customer experience.

Requirements

• 10+ years of Customer Success or Account Management with a highly technical SaaS product ideally including AI-powered or automation-first platforms
• 3+ years of management experience leading Customer Success or Account Management teams
• Experience guiding enterprise customers through digital transformation, automation initiatives, or AI adoption
• Expert negotiation skills including renewals, mitigating losses during contraction, expansions, and upsell/cross-sell
• Proven ability to identify risk and opportunity through data analysis, including usage metrics and performance analytics
• Experience with enterprise accounts ($500K - $1M ARR+) both managing directly and managing people who oversee accounts of that size
• Track record of building and scaling high-performing teams in high-growth environments
• Ability to translate complex technical capabilities into business value
• Highly organized and skilled at building, improving, and scaling processes that demonstrably increase efficiency and profitability in a scaled customer success function
• Experience leading strategic QBRs that incorporate performance insights and forward-looking roadmap alignment
• Effective, solutions-focused cross-functional collaboration with Product, Engineering, Finance, Sales, Professional Services, Support teams
• Eagerness to explore and understand the features and use cases of the Kustomer platform
• Track record of using data and statistics to identify patterns and generate recommendations for process/product improvements
• Curiosity and enthusiasm for AI innovation and emerging customer experience technologies

Responsibilities

• Leading and developing a high-performing team of CSMs focused on driving customer retention, expansion, and AI adoption outcomes
• Hiring and retaining exceptional team members. Coach and develop those team members to be able to handle larger and more complex books of business.
• Driving KPIs across renewals, expansions, product adoption, AI utilization, and measurable automation performance
• Acting as a strategic point of escalation for your team’s clients when needed, ensuring risk mitigation and catalyzing opportunities to action
• Empowering your team to act as advocates for the customer, advising on complex problems within our organization and escalating when appropriate
• Ensuring consistent processes/SLAs to collaborate with Product, Engineering, TAMs, Technical Support, and other teams
• Owning our client-facing processes, policies, playbooks, and values so as to empower your team to be successful with their clients
• Designing and launching internal processes to create a scalable infrastructure for our Customer Success team
• Supporting and designing repeatable frameworks to share customer feedback with the Product organization while proactively helping customers understand our product roadmap and timelines
• Partnering with Product and Engineering to surface insights on AI performance, feature adoption, and customer feedback to inform our roadmap
• Expanding our list of referenceable customers
• Traveling to visit customers onsite ~ 25%
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed