Kustomer must be booming
Looking for technical, experienced CSM
Kustomer is the omnichannel SaaS platform specializing in customer service. Customer service isn’t the ‘sexy’ thing in tech, but they play an integral part within the customer experience. B2B brands want to create B2C-like experiences, and one way to effectively try and do that is to continually improve the customer experience. Let’s dive in.
Here’s what I think they do:
Remember all of those tools that the customer hits during their buying cycle? Kustomer looks to centralize all of that so that your support agents can actually know what a customer has done.
They’ve built a messaging platform that can engage with a customer wherever they started the conversation, but let’s the support agent leverage one platform (talk about efficiencies!)
They’re now working there way into ‘routing’ and ‘workflows’ - so now that they’ve let you connect with a customer more effectively, let’s make sure that we connect to the right person and let’s make sure we can cut out any mundane tasks for a support agent
Here’s why I like Kustomer and why I think they’re going to keep growing:
Tomasz Tunguz was involved in the Series C investment. Highly respected and analytical approach. You should get to know his work.
Remember how I mentioned Customer Experience above - that trend is increasing. Do a Google search and you’ll find articles from Gartner, McKinsey, Forbes, etc. Kustomer is helping to improve CX.
Brad Birnbaum, CEO, previously founded and exited a business to Salesforce (where he worked for several years). This is certainly a sign that he’s done this before.
They’ve recently been adding serious talent to the leadership team - check out Chad in the link below, he’s led customer success many times before.
Kustomer is the core platform of some of the leading customer service brands like Ring, Rent the Runway, Glossier, Away, Glovo, Slice, and UNTUCKit. These are all great ‘logos’ and references for fast-growing DTC brands, which will continue to grow.
According to CrunchBase, they raised 3 rounds of funding in 2019 (C: $35MM, D: $40MM, E: $60MM) - typically when you get to series C that’s a big milestone and the investment is trying to pour gasoline on a fire. You have the product-market fit and you have a successful sales strategy, now let’s go after it.
On Glassdoor, they have a 4.0 rating and the CEO has an 82% approval rate. One thing I like to do is go read the negative reviews - it can help shape direct questions to ask in an interview.
About the job:
They’re looking for a Customer Success Manager in the San Francisco area
It would be preferred to have some experience coming to the table
Experience in configuration of a complex product and process would also be preferred
Make sure to connect with Chad here.
Here’s the link to the job posting.