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

As a Product Manager at Kustomer, you’ll be part of organizing feedback from our customers, our marketing, our sales, and our customer experience departments into a clear, well-defined product roadmap for our design and engineering teams to execute. Your role is the nexus of our product. You will own features from end to end and be responsible for them getting to DONE. 

You'll be responsible for: 

• Partnering closely with the CPO and other product leadership to define and execute the product roadmap

• Working with design and engineering teams to take an idea from concept to fully deployed production code 

• Advocating for the customer and their needs, understanding the product gaps and putting together plans to make our customers’ lives easier

• Measuring product efficacy, optimizing existing data gathering tools to make data driven decisions against our roadmap

• Collaborating with and coordinating efforts across functions and teams, including Engineering, Sales, Design, QA, Client Services, and Product Marketing

• Research, troubleshoot, diagnose, and recommend solutions to complex business and technical problems

• Define KPIs, OKRs and conduct in-depth analyses of the impact of business decisions

• This position may involve handling sensitive personal data

Your qualities: 

• 8+ years of Product Management experience

• You’ve been in a product role before and know the challenges of managing multiple groups and working styles

• You’re comfortable having a perspective and working towards clearly defined solutions

• You have an eye for elegant design and believe in “thinking for the customer”

• Ownership comes naturally to you and you like being responsible for multiple large projects

• You’re concise in your communication and can articulate complex technical concepts to people of different backgrounds

• Data Driven - you like to set goals, and measure success not by releases, but by making an impact on customers

• You’re passionate about learning, always seeking out the latest technologies and market trends

• Ideally you’ll have domain knowledge of Customer Experience / Customer Support / CRM

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.