Customer Marketing Manager

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 Abercrombie, Away Travel, Reformation, Hexclad and Sweetgreen.

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. coming together for Kamp Kustomer each year.

About the Role

The Customer Marketing Manager will design, execute, and optimize campaigns that span the entire customer journey—from onboarding to advocacy. Reporting to the Head of Product Marketing, you’ll partner closely with Customer Success, Product Marketing, Demand Gen and Sales to deliver targeted, personalized communications that help our customers succeed and grow with us.

This is both a strategic and hands-on role—perfect for someone who thrives in a startup/scale-up environment, loves experimenting, and knows how to balance creativity with measurable impact.

You’ll be responsible for:

Case Studies & Quotes:

• Identify high-impact customer stories and create detailed case studies showcasing business results.

• Source and manage a library of customer quotes for use in marketing collateral, sales enablement, and PR.

• Partner with Customer Success to uncover advocates willing to speak at events or provide testimonials.

• Manage review sites such as G2 Crowd and others.

Advocacy & Community:

• Launch and grow customer advocacy programs, including referral incentives, spotlight features, and help support Kustomer’s Thought Leadership Community.

• Organize customer roundtables, webinars, and user group sessions.

Lifecycle Marketing

• Own the strategy and execution of onboarding, adoption, and retention campaigns.

• Develop automated, behavior-based journeys that drive product activation and feature adoption.

• Coordinate lifecycle touchpoints to promote new features, encourage deeper engagement, and reduce churn.

Customer Education Integration

• Collaborate with the Kustomer University (or equivalent customer learning team) to:

  • Promote new courses, certifications, and learning paths within lifecycle campaigns.

  • Track and analyze learning engagement to identify opportunities for proactive outreach.

  • Highlight customer success stories tied to educational milestones

Measurement & Optimization

• Monitor campaign performance metrics including NPS, retention rate, adoption metrics, and advocacy participation.

• A/B test messaging, creative, and timing to continuously improve results.

Your qualifications:

• Prior experience in managing customer marketing initiatives from start to finish.

• Passionate about customers

• Great writing and verbal communication skills, and the ability to translate technical capabilities into meaningful value for customers

• Comfortable speaking in front of all levels from entry level employees to c-suite executives

• Ability to achieve goals in an innovative and fast-paced environment

• Proven experience executing customer lifecycle programs

• Creative, innovative and always thinking how to best execute on something

• Metric driven with the ability to draw insights from data

• Takes initiative, keeps organized and pays close attention to detail and can handle multiple projects at once.

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.