Customer Education and Communities 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 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 Customer Education and Communities Manager to build and own a net-new function within our CX organization. You'll design and run the programs that help our customers, partners, and community get maximum value from Kustomer — accelerating time-to-value, improving retention, and enabling our partner ecosystem to scale. This is a high-leverage, senior IC role reporting to the Chief Revenue Officer. You'll operate as a one-person product enablement and customer education function, using AI tooling and automation to produce content, manage community, and run analytics at an increasingly accelerated scale. We're looking for someone who's excited about this model and can translate product capabilities into adoption motions across multiple audiences. Key impacts include: Product Adoption Rates — closing the usage gap across all features, as we continue to ship new capabilities at pace. Faster Time to Value — empowering partners and customers to move to live deployment with greater speed and independence. Gross Revenue Retention (GRR) — by optimizing product onboarding, deepening product adoption, and ensuring our customer base derives greater value from everything we ship. This is a one-person function operating at the scale of a team — leveraging AI tooling and automation across content, analytics, and community management. What You'll Own Centralizing Customer Onboarding Content. Consolidate onboarding material into a coherent program and own it going forward. Build the in-product education, guides, and adoption motions that get customers to value faster — directly feeding GRR. Centralizing Partner-Facing Resources. Build an enhanced partner enablement program: certification, configuration playbooks, design templates, and implementation guides that let partners deliver independently and accelerate time to value across our customer base. Centralizing Community Management. Run Kustomer's customer community as a managed channel — Slack, forums, and the cadences around them — that deflects routine product questions, creates peer-to-peer learning, and feeds adoption and retention. Driving Product Adoption. Translate Kustomer's product capabilities into adoption motions that close knowledge gaps through targeted content, in-product education, and feature-specific campaigns tied to real usage data. Partnering with Internal Teams on Product Curriculum. Design and run a structured product curriculum for our internal teams — onboarding, ongoing education as the product evolves, certification on key capabilities, and deep-dives on new releases. Partner closely with our internal Enablement team to make this stick. Enablement Analytics. Track the metrics that prove the outcomes: GRR lift attributable to enablement programs, feature-level adoption rates, time-to-value benchmarks, partner certification completion, internal team product confidence scores, and content engagement. Report on ROI and iterate. Your Qualifications 5+ years in customer enablement, customer education, partner enablement, or a closely related function at a B2B SaaS company Demonstrated experience building enablement programs from scratch (not only executing within an established function) Strong product instincts — you can learn a complex platform deeply and translate technical capability into customer-facing value Fluency with AI tooling for content generation, knowledge management, and workflow automation. You don't just use AI; you've built workflows with it and can describe specific systems, measurable outcomes Track record working cross-functionally with Product, CS, PS, and Partner teams Excellent writing and content design skills — you can produce polished, customer-facing material independently Comfort with analytics and reporting on adoption, engagement, and ROI metrics Experience managing or growing a customer community is a strong plus Based in or able to commute to the NYC Metro area for hybrid work What Success Looks Like In your first 45 days, you'll have audited the current state of enablement across customer and partner journeys, established a content roadmap, launched the first version of a partner certification program, and stood up community management with measurable engagement metrics. By your second quarter, we'll see GRR lift attributable to improved onboarding, impact to professional services engagement, and a measurably more active partner ecosystem. Why This Role This role is a strategic investment. You're building a function, not maintaining one. You'll have the autonomy to design how it runs, the AI tooling budget to operate at scale, and a direct line to the leaders accountable for the outcomes you'll move. 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. Candidate Privacy Notice As a job applicant, you have the right to know and understand the categories of personal information we collect about you, and the purposes for which we use such personal information. Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.