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Kustomer · 3 days ago
Commercial Customer Success Manager
New York, NY
Full-time
Onsite
Entry, Mid Level
2+ years exp
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Responsibilities
Managing the end to end customer relationship post-sale including working with the Implementation team to oversee onboarding, answering customer questions, engaging throughout the customer lifecycle, and handling customer renewals
Handling a high volume of customer accounts efficiently by automating outreach when necessary and seeking leading indicators of opportunity or risk to know where to focus your efforts.
Focusing on product adoption to ensure that our customers are seeing real value in our products. This will include call shadowing with customer users to understand how they use the product and educating customers in best practices
Identifying upsell and expansion opportunities, sometimes working with Sales to close and sometimes owning yourself
Understanding customer KPIs and business outcomes and working with them to achieve their goals using Kustomer’s products
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 an advocate for the customer internally, quarterbacking any required communication with other team members, championing your own customers’ needs, and managing escalations as appropriate
Expanding our list of referenceable customers
Please note this role may involve handling sensitive personal data
Qualification
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Required
You possess a bachelor’s degree or equivalent professional experience
2+ years of Customer Success, Account Management, or Business Development with a technical SaaS product
Experience working with a high volume of accounts that requires personal attention and relationship building along with attention to administrative detail
Experience working with prospect or customer accounts
Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates
Highly organized - a project management, business development, or customer service background is a plus
The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier
Experience with advocating for your customers’ needs within an organization and driving to solutions
The capacity for creative problem solving
Ability to use data and statistics to identify patterns and use them for enriching your recommendations for process/product improvements
Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications
Benefits
Competitive salaries
Stock options
100% healthcare coverage
401K
WiFi and Mobile reimbursement
Generous vacation policy
Company
Kustomer
Kustomer is an omnichannel Software-as-a-Service (SaaS) CRM platform specializing in customer service.
201-500 employees
H1B Sponsorship
Kustomer has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Trends of Total Sponsorships
2023 (3)
2022 (1)
2021 (7)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$233.5MKey Investors
CoatueTiger Global ManagementBattery Ventures
2023-05-16Series Unknown· $60M
2020-11-30Acquired· by Meta ($1B)
2019-12-04Series E· $60M
Leadership Team
Brad Birnbaum
CEO & Founder
Jeremy Suriel
Chief Technology Officer
Recent News
2024-05-20
2024-05-05
2024-05-05
Company data provided by crunchbase
