Manager, Account Management

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 Metas 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

Are you passionate about AI and the impact it can have in CX? Do you love working within an existing customer portfolio? And do you love leading and partnering with some of the best account managers in the SAAS industry?

Were looking for a Manager of Account Management to lead a growing team of Account Managers focused on upselling our AI capabilities to existing customers.

This role will establish dedicated leadership for the AM function bringing structure, strategy, and operational rigor to how we drive expansion and retention across regions. Youll be responsible for building and scaling a high-performing team that identifies opportunities, executes efficiently, and partners deeply with Customer Success to deliver measurable customer and revenue impact.

As a key member of the Sales Leadership team, youll help define our global upsell strategy, refine forecasting discipline, and develop the next generation of talent.

Your responsibilities :

Build and Lead a High-Performing Team

Recruit, coach, and develop a diverse team of Account Managers focused on AI upsell and expansion opportunities across North America and EMEA.

Establish a strong team culture built on accountability, collaboration, and customer value creation.

Serve as a player-coach, supporting key strategic accounts and high-impact deals.

Drive AI Revenue Growth & Sales Strategy Execution

Partner with the Chief Sales Officer to define and execute a scalable AI upsell and expansion strategy.

Own team pipeline and forecast accuracy; implement disciplined opportunity management practices.

Develop frameworks for whitespace identification, account prioritization, and AI adoption plays tailored to different customer segments.

Collaborate with Marketing and Product to align on GTM strategies and enablement for new AI features and use cases.

Operational & Forecasting Excellence

Implement consistent forecasting, pipeline reviews, and sales operations practices across both regions.

Use CRM and analytics to monitor performance, identify trends, and drive continuous improvement.

Partner with RevOps to refine territories, quota models, and incentive structures as the function scales.

Cross-Functional Collaboration

Partner closely with Customer Success to align on account planning, customer health, and expansion opportunities.

Work with Product and Marketing teams to equip AMs with strong messaging, enablement, and thought leadership around our AI capabilities.

Provide structured feedback to senior leadership on customer insights and competitive dynamics to influence roadmap and positioning.

Customer Engagement & Market Influence

Support executive-level engagement with strategic accounts, acting as a trusted advisor on AI adoption and automation strategies.

Help customers understand and realize the ROI of AI-driven workflows, reinforcing our platforms value.

Stay ahead of market and AI trends to refine our approach and strengthen our customer value narrative.

Your qualifications :

7+ years of managing a team of quota carrying account managers ( ($2M+ team quota)

10+ years in SaaS Account Management or Expansion Sales, including 3+ years managing or leading a client-facing team.

Proven success driving upsell and expansion revenue, ideally within AI, automation, or analytics products.

Experience leading distributed teams across EMEA and North America, with strong cross-cultural awareness and operational discipline.

Excellent sales fundamentals pipeline management, forecasting, negotiation, and value-based selling.

Skilled operator with a data-driven mindset and the ability to build structure in a high-growth environment.

Empathetic, motivational leader with a track record of developing high-performing, customer-focused teams.

Strong executive communication skills and ability to collaborate effectively across Sales, Product, and Customer Success.

Embody integrity and adopt a "lead by example" leadership approach.

Exhibit humility and an insatiable intellectual curiosity, valuing continuous learning over being the sole expert in the room.

Strongly believe in a metrics-driven approach to sales success and have a proven history of implementing this belief to achieve remarkable outcomes.

Proficiency in working with SalesForce and other sales-oriented tracking tools.

Experience with Sales Methodologies : MEDDPICC, Sandler, Selling through Curiosity.

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.