Customer Success Specialist (NYC)

Job Description

Kustomer is THE omnichannel SaaS platform reimagining customer service through standout experiences with the most modern technology CRM has to offer. We exist not to resolve tickets but to help customers have phenomenal experiences. Kustomer built its platform with intelligent automation, and a unified support experience that enables companies to deliver effortless, consistent and personalized service to each and every customer.

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 in the midst of explosive growth, and have no plans of slowing down. We welcome individuals who want to learn and be challenged every day.

Some fun facts about us, Kustomer is the core platform of some of the incredible customer service brands like Ring, Sweetgreen, Rent the Runway, Glossier, Away, Glovo, and UNTUCKit. We were founded in 2015 and are based out of NYC. The serial entrepreneurs who founded this business, Brad Birnbaum and Jeremy Suriel, led Kustomer to raise over $173.5M in venture funding, with some of the most amazing VCs behind us including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

It gets even more amazing - Kustomer is thrilled to announce we have signed a deal to be acquired by Meta. We are currently operating independently until closing. This is an incredible opportunity to join our fast-growing team and be a part of this once in a lifetime experience. Check out this article for more details on this amazing adventure!

About the Role

At Kustomer, we take our clients’ experiences seriously. Our Customer Success team is on a mission to be industry leaders in providing an overall experience that delights our clients. As a Customer Success Specialist, you will focus on ensuring on-time renewals and developing expansion opportunities within our existing account base.

You'll be responsible for:

• Contacting Kustomer’s clients to renew and grow their existing agreements in a timely manner.
• Accurate forecasting of those renewals
• Identifying additional upsell opportunities within existing accounts
• Helping to improve our processes, policies, and values so as to deeply integrate Kustomer into our clients’ everyday work lives and scale our renewal operations
• Influencing the direction of the Kustomer platform, funneling customer feedback into the Product organization while proactively helping customers understand how we’re working towards solutions that meet and exceed their expectations
• Working with Support to flag, escalate, and resolve requests from your accounts - bugs, product gaps, wish list items, etc.
• May involve handling sensitive personal data

Your qualities:

• 2+ years of experience in a customer success, renewals, and / or account management for a software company
• Strong phone communication and interpersonal skills with the motivation to inspire both our clients and your teammates
• Strong time management, negotiation skills, and attention to detail
• Highly organized - a pipeline management background is a plus
• Ability to understand the features and use cases of the Kustomer platform
• Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications
• The capacity for creative problem solving

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, commuter benefits, and a flexible 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.