Customer Success Manager (UK- London)

Job description

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 https://www.kustomer.com/privacy/candidate-statement/ 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.