Manager, Account Management

October 30

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Kustomer

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SaaS • B2B • Artificial Intelligence

Kustomer is a customer service platform that combines CRM, ticketing, and artificial intelligence to deliver a comprehensive solution for efficient and personalized customer experience management. The platform offers self-service options for customers, empowering them with instant solutions, and provides tools for agents to deliver exceptional service. Kustomer harnesses the power of AI to automate and optimize customer queries and interactions across multiple channels, ensuring secure and seamless experiences for both customers and service agents. The company's AI-driven approach enhances customer satisfaction and operational efficiency.

201 - 500 employees

Founded 2015

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

💰 $60M Venture Round on 2023-05

📋 Description

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

🎯 Requirements

• 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.

🏖️ 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.