Head of GTM Strategy and Operations

**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 GTM Strategy and Operations, you'll lead an established team of seasoned Ops 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**](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 and does not seek funds from candidates in any circumstances.