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 leading brands like Abercrombie, Nuts.com, Skims, Turo, 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 dedicated to 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. Kustomer has a strong NYC presence and is also a remote friendly company, with Krew members located throughout the US and United Kingdom. We believe in togetherness to help foster strong relationships, collaboration and communication, and our Krew gets together for both KKO and Kamp Kustomer each year.

About the Role

Kustomer is seeking a driven and experienced Commercial Sales Manager to lead, coach, and scale our Commercial Account Executive team. This team is on the front lines, focused on bringing Kustomer's transformative CX capabilities to small and medium-sized businesses (5-150 employees). You will manage a team focused on a high-velocity sales motion. The ideal candidate has a proven track record of sales leadership success within a similar B2B SaaS sales environment and is passionate about developing talent and driving predictable revenue growth in a fast-paced, competitive market.

The ideal candidate has deep experience in unlocking revenue in new segments for a high-growth SAAS business, a proven track record in developing and executing long-range sales plans, and is passionate about delivering and exceeding revenue goals.

Your responsibilities will be to:

• Lead, mentor, and develop a team of Commercial Account Executives to achieve and consistently exceed individual and team revenue targets.

• Conduct regular deal reviews, pipeline inspections, and forecasting meetings to ensure pipeline health and accuracy.

• Provide ongoing coaching on sales techniques, product knowledge, market positioning (especially against competitors like Zendesk), negotiation, and closing strategies.

• Implement and refine sales processes and methodologies optimized for the commercial segment's sales cycle and deal size.

• Actively participate in the recruitment, hiring, and onboarding of new Account Executives as the team scales.

• Work closely with Sales Operations to analyze performance data, identify trends, and implement improvements to increase efficiency and effectiveness.

• Collaborate with Marketing, Product, and Customer Success teams to ensure alignment and optimize the end-to-end customer journey.

• Foster a positive, high-energy, and performance-driven team culture that encourages collaboration and continuous improvement.

• Understand the competitive landscape and coach the team on effectively positioning Kustomer's value proposition against key competitors.

• Conduct performance evaluations and create development plans for team members.

Qualifications and experience:

• Must-Have:

  • 2+ years of successful B2B SaaS sales leadership/management experience.

  • Proven experience managing sales teams focused on the Commercial or SMB market segment (targeting companies typically with 5-200 employees).

  • Demonstrated ability to manage a team selling solutions with experience in a high-velocity, transactional sales environment is critical.

  • Track record of consistently achieving or exceeding team sales quotas.

  • Experience coaching and developing sales professionals at various stages of their careers.

  • Proficiency in using CRM software (e.g., Salesforce) for pipeline management, forecasting, and reporting.

  • Strong understanding of prospecting, sales process management, negotiation, and closing techniques relevant to the SMB market.

• Nice-to-Have:

  • Experience selling Customer Service/CX, CRM, or related software solutions.

  • Experience competing directly against major players in the CX market (like Zendesk).

  • Experience in a high-growth startup or scale-up environment.

  • Familiarity with sales methodologies (e.g., MEDDPIC, Challenger Sale, Sandler).

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.

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