At a Glance
- Tasks: Manage customer relationships and drive product adoption for a leading CRM platform.
- Company: Join Kustomer, a dynamic company transforming customer experiences with AI and automation.
- Benefits: Enjoy competitive salaries, stock options, and comprehensive healthcare coverage.
- Other info: Collaborative culture with opportunities for growth and remote-friendly work.
- Why this job: Make a real impact by helping brands enhance their customer interactions.
- Qualifications: 5+ years in Customer Success or Account Management with SaaS products.
The predicted salary is between 60000 - 80000 £ per year.
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 Sweetgreen, Starz, Vuori, Resy and Cotopaxi. Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and Boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.
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. and U.K. coming together for Kamp Kustomer each year.
About the Role
Kustomer is hiring a Strategic Customer Success Manager to join our Customer Success team. The Customer Success team is responsible for owning the post-sale customer relationship, ensuring every client achieves real, measurable value and outcomes from the Kustomer platform.
At Kustomer, we take our clients' experiences seriously, and that starts with the team built to champion them. As a CSM, you'll be the connective tissue between our customers and everything Kustomer has to offer: from our AI-powered automation and intelligent workflows to the insights that help support teams operate smarter and faster. You won't just be managing accounts – you'll be helping some of the world's most customer‑obsessed brands transform how they interact with their customers.
From the moment our Implementations team onboards a client, you'll take the lead, deepening the relationship, accelerating product adoption, and ensuring customers are unlocking the full power of our AI‑native platform. You'll own renewals, expansions in partnership with our Sales team and everything in between, and your impact will be felt directly in the outcomes our customers achieve.
We're looking for candidates comfortable with in‑person collaboration at our London office roughly once a week.
You'll be responsible for:
- Managing the end‑to‑end customer relationship post‑sale from collaborating with the Implementation team on onboarding, to aligning with our executive team, conducting business reviews, driving product expansions, and owning renewal negotiations.
- Driving product adoption so customers see real, tangible value, including call shadowing with end users to understand how they work, identifying opportunities where AI and automation can reduce effort and improve outcomes, and educating customers on best practices.
- Understanding each customer's KPIs and business goals, and partnering with them to achieve those outcomes using Kustomer's products and AI capabilities.
- Influencing the future of the Kustomer platform by funneling customer feedback to the Product organization while proactively helping customers understand how we’re working towards solutions that exceed their expectations.
- Acting as the internal voice of the customer, quarterbacking any required communication with other team members, championing your own customers’ needs, and managing escalations with urgency and care.
- Partnering with Technical Account Managers to help customers implement new products and features, including AI‑powered capabilities that drive efficiency and personalization.
- Expanding our list of referenceable customers and building the kind of relationships that lead to genuine advocacy.
- Traveling approximately 25% of the time to build deep, high‑impact customer relationships in person.
Your qualifications:
- Bachelor's degree or equivalent professional experience.
- 5+ years of Customer Success or Account Management with a technical SaaS product.
- Solid industry and/or technical domain knowledge in two or more of the following: SaaS, CRM, CX/Support Software, or APIs.
- Experience owning a book of business, including negotiating customer renewals and driving expansion revenue.
- Effective communication and interpersonal skills, with the ability to inspire both clients and teammates.
- Highly organized, with strong project management instincts – formal PM experience is a plus.
- A natural ability to build rapport quickly with individuals and teams, and to spot opportunities to make processes easier.
- Experience advocating for customer needs internally and driving cross‑functional teams to solutions.
- Creative problem‑solving skills and the ability to thrive in ambiguous situations.
- Comfort using data to identify patterns and inform recommendations for product or process improvements.
- Deep empathy for the people you work with; you identify with their challenges, and your drive to help them succeed is evident in every interaction.
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.
Customer Success Manager (Strategic) in London employer: Kustomer Inc.
Kustomer is an exceptional employer that prioritises employee growth and a collaborative work culture, making it an ideal place for a Strategic Customer Success Manager. With a focus on enhancing customer experiences through innovative AI-driven solutions, Kustomer offers competitive salaries, comprehensive healthcare coverage, and generous vacation policies, alongside opportunities for professional development in a remote-friendly environment. The London office fosters in-person collaboration, ensuring that team members can build meaningful relationships while contributing to the success of leading brands.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (Strategic) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kustomer Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Kustomer Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager (Strategic) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Kustomer Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Kustomer Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Kustomer Inc.!
How to prepare for a job interview at Kustomer Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
