Customer Education and Communities Manager

About Kustomer
Kustomer is the industry‑leading conversational CRM platform that perfects 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 on a single timeline, Kustomer empowers businesses to operate more efficiently and deliver more personalized service. Today, it is the core platform for leading customer‑service brands such as Sweetgreen, Starz, Vuori, Resy and Cotopaxi. Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230 million in funding. It was acquired by Meta in 2020 and spun out in 2023 as an independent company backed by Battery, Redpoint, and Boldstart Ventures.

About The Role
Kustomer is hiring a Customer Education and Communities Manager to build and own a net‑new function within its Customer Experience organization. The incumbent will design and run programs that help customers, partners and the community derive maximum value from Kustomer – accelerating time‑to‑value, improving retention, and enabling the partner ecosystem to scale. This high‑leverage, senior IC role reports to the Chief Revenue Officer and operates as a one‑person product enablement and customer education function, leveraging AI tooling and automation to produce content, manage community, and run analytics at scale.

Key Impacts

Product Adoption Rates – close the usage gap across all features as new capabilities ship.

Faster Time to Value – empower partners and customers to move to live deployment with greater speed and independence.

Gross Revenue Retention (GRR) – optimize onboarding, deepen adoption, and ensure customers derive greater value from every release.

What You’ll Own
Centralizing Customer Onboarding Content.

Consolidate onboarding material into a coherent program and manage it. Build 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 enable partners to deliver independently and accelerate time to value.

Centralizing Community Management.

Run Kustomer’s customer community as a managed channel across Slack, forums and their cadences, deflecting routine product questions, encouraging peer‑to‑peer learning and feeding adoption and retention.

Driving Product Adoption.

Translate 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 internal teams – onboarding, ongoing education, certification and deep dives on new releases – in collaboration with the Enablement team.

Enablement Analytics.

Track metrics proving outcomes: GRR lift attributable to enablement programs, feature‑level adoption rates, time‑to‑value benchmarks, partner certification completion, internal team confidence scores, content engagement. Report on ROI and iterate.

Your Qualifications

5+ years in customer enablement, education, partner enablement or a closely related function at a B2B SaaS company.

Demonstrated experience building enablement programs from scratch.

Strong product instincts – you can deeply learn a complex platform and translate technical capability into customer‑facing value.

Fluency with AI tooling for content generation, knowledge management and workflow automation; you have built workflows with AI and can describe specific systems and 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 will 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 expect 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 will build a new function rather than maintain one, with autonomy to design its operations, an AI tooling budget to scale, and direct access to leaders accountable for the outcomes you move.

HIPAA Compliance
All roles at Kustomer may involve handling sensitive personal data.

Benefits
Kustomer offers competitive salaries and stock options. In the U.S. we provide 100 % healthcare coverage, 401(k), Wi‑Fi and mobile reimbursement, and a generous vacation policy. In the U.K. we also offer pension, supplemental health insurance and other perks.

Diversity & Inclusion at Kustomer
Kustomer is committed to bringing together individuals from diverse 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 that information. Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek any funds from candidates in any circumstances.

Compensation Range
$140 K – $162 K

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