Vice President of Customer Experience

Vice President of Customer Experience

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.

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:

Your qualifications:

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.


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 and does not seek funds from candidates in any circumstances.

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