Vice President of Customer Experience

Location: New York City

Kustomer | “Competitive” comp not listed

Original Job Description: Vice President of Customer Experience

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 Ring, Glovo, Away Travel, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M 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 capital, ensuring Kustomer’s growth and success for many years to come. 

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. coming together for Kamp Kustomer each year.

About the Role

At Kustomer, we are obsessed with our clients' having exceptional experiences and achieving their business goals through our AI-driven platform. Our VP Customer Experience (CX) reports to the CEO and leads the three core teams delivering value across our entire customer portfolio - Customer Success, Professional Services and Global Technical Support. The VP Customer Experience owns the vision for what customer service can achieve across the industry. 

This highly strategic and experienced leader will guide this function to design and deliver world-class experiences for current and future customers. We seek to understand our customers’ deepest needs and provide simple, valuable solutions, while driving long-term relationships. Owning the entire post-sales journey, these teams ensure end-to-end platform adoption and satisfaction, and are the driving force of revenue retention and growth, actionable insights, and high customer satisfaction.

Being Customer Obsessed is one of our core values - you will embody this value to the fullest. Working closely with other executives in the sales, engineering and product teams you will align pre-sales and post-sales expectations, develop implementation plans, and oversee flawless operations of the CX team. Kustomer is looking to set the bar for the customer service industry - you can be the leader who brings this vision to life.

You'll be responsible for:

• Owning our customer happiness via retention and growth of our existing customer base 
• Providing coaching and guidance to your leaders and team members, delivering unified CX strategy that enables the best possible support Kustomer can offer
• Building and retaining your best CX team ever, while driving efficiencies across functional areas as the business scales
• Partnering with sales to create and deliver a flawless transition of customers from sales to CX, ensuring alignment on expectations, setting the vision and execution for all new clients
• Analyzing customer feedback to drive improvements in the quality of our service and overall customer satisfaction
• Leveraging that same customer feedback to identify possible improvements to our product, working closely with R&D (Product and Engineering) to develop and prioritize customer asks and overall customer experience strategy
• Creating strong relationships to allow for cross-functional partnerships across CX and Product/Engineering and Sales
• Defining challenging goals for the CX organization to drive rapid scaling of Kustomer’s platform to enable significant revenue growth
• Investing in a deep understanding of the marketplace and use that knowledge to drive strategic change and efforts within Kustomer

Your qualifications:

• You have 15+ years of experiencing leading all post-sales functions in a high-growth SaaS business, including customer success, implementation, customer service, and support - including management of a 24/7 support function, offshore and contract resources measured in Net Revenue Retention
• 5+ years of experience leading multi-tiered management layers reporting to you with demonstrated success effectively managing minimally 50+ individuals to attain ambitious organizational KPIs
• Experienced member of a Senior Leadership team at a fast-growing SaaS company, preferably in the Contact Center/ Customer Experience domain
• Strong strategic vision for all facets of CX with an ability to scale these teams effectively, preferably with a strong background in professional services
• Your approach to customers starts with actionable empathy and is supported by data-driven insights about their business strategy
• Strategically view the marketplace, analyze customer data and successfully manage the satisfaction of current and future customer base. 
• Proven ability to design and implement a suite of compelling services methodology, framework, and offerings that are in alignment with customer and company needs.
• Track record achieving customer success goals (NLR, NDR, NPS, Expansion sales, etc.)
• Significant experience attracting and retaining outstanding talent to assemble and motivate high-performance teams
• Demonstrated financial acumen and a history of data-driven decision-making based upon business metrics
• You are comfortable with up to 25% travel
• We have a strong preference to hire this role in the New York Metropolitan Area (New York, New Jersey, Connecticut)

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.

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.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.