Head of Revenue Operations

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 Ring, Glovo, Away Travel, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M 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 capital, ensuring Kustomer’s growth and success for many years to come. 

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 dedicated to 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

In this role as Head of Revenue Operations Enablement, you will be responsible for leading our Revenue Operations and Enablement teams across Sales, Marketing, and Customer Experience to optimize revenue growth, drive operational efficiency, and ensure go-to-market alignment as we continue to grow. You will oversee a cross-functional operations team, ensuring they are empowered and supported to execute key initiatives that drive revenue performance and operational scale. This role reports directly to the President & Chief Operating Officer. 

This role requires strong leadership, strategic thinking, and an ability to drive cross-functional collaboration to meet and exceed revenue goals. ​​The right candidate will be a hands-on leader who will be naturally effective at prioritizing and directing the key process and systems initiatives that drive the most impact. We are looking for a leader who is ready to roll up their sleeves, build on our foundation, and help us scale as our business enters its next stage.

We have a strong preference to hire this role in the New York Metropolitan Area (NY, New Jersey, CT) to take advantage of our hybrid work space in Manhattan.

Your Responsibilities include

Strategic Planning & Alignment:

• Collaborate with Sales, Marketing, and Customer Experience leadership to develop and execute a cohesive revenue operations and enablement strategy.

• Lead the enablement strategy to ensure go-to-market teams are equipped with training, resources, and tools that drive consistent performance and accountability.

• Drive the alignment of goals, KPIs, and metrics across all go-to-market teams, ensuring consistency, enablement, and accountability.

Team Leadership & Development:

• Lead and mentor a team of cross-functional operations professionals, ensuring they have clear objectives, professional development opportunities, and the resources to succeed while fostering a culture of high performance, collaboration, and continuous improvement.

• Conduct regular 1:1s and team meetings to track progress on goals and address any roadblocks.

• Ensure the enablement team provides best in class learning and development opportunities, creating resources and programs that enhance team effectiveness.

Systems & Tools:

• Lead the evaluation, implementation, and management of systems and tools that drive revenue operations excellence (e.g., CRM, marketing automation, customer success platforms, data analytics tools).

• Ensure system integration and automation for improved workflow and data synchronization across teams.

• Manage relationships with key vendors and partners to ensure the continued optimization of the tech stack, delegating management of specific tools to your team as appropriate.

Data, Reporting & Analytics:

• Own the end-to-end GTM reporting infrastructure, including pipeline forecasting, lead conversion rates, churn analysis, and upsell/cross-sell performance.

• Establish a single source of truth for all revenue-related data across systems such as CRM, marketing automation, and customer success platforms.

• Analyze performance data to provide actionable insights that support revenue growth and operational efficiencies.

• Ensure that your team is managing reporting tools and delivering accurate, actionable reports to stakeholders.

Process Optimization:

• Develop and optimize scalable processes that ensure alignment across Sales, Marketing, and Customer Success, with a focus on lead handoff, customer onboarding, and expansion opportunities.

• Lead process improvement initiatives to increase efficiency, reduce friction, and improve collaboration between teams.

• Standardize the creation and execution of revenue-driving campaigns, including lead generation, nurturing, and customer retention.

• Collaborate with team members to document and refine processes across functions, ensuring alignment and efficiency.

Forecasting & Revenue Growth:

• Own and refine revenue forecasting processes in partnership with sales leadership to ensure accuracy and accountability across all revenue-generating teams.

• Support pipeline management efforts, identifying potential risks or opportunities in real-time.

• Provide recommendations for growth strategies based on data insights, including upsell/cross-sell opportunities and retention efforts.

• Ensure that the team is effectively managing pipeline tracking, forecasting, and reporting.

Cross-functional Collaboration:

• Work closely with leaders from Sales, Marketing, Customer Success, and Finance to ensure alignment with overall company goals and strategic initiatives. Break down silos and think cross-functionally by default. 

• Serve as a strategic advisor to the President and COO and executive leadership team on revenue optimization opportunities.

• Drive collaboration across the Revenue Operations and Enablement teams and other departments, ensuring shared goals are met and challenges are addressed.

Your qualifications

• 10+ years of experience in revenue operations, sales operations, or a similar role within a high-growth SaaS environment.

• 3+ years of experience managing and mentoring teams.

• Proven success in aligning Sales, Marketing, and Customer Success operations to drive growth and efficiency in a high-growth SaaS business

• Strong analytical skills with the ability to turn complex data into actionable insights.

• Hands-on experience with CRM systems (e.g., Salesforce, HubSpot) and other revenue tech stack tools - Sales Navigator, Outreach, Gong, etc.)

• Excellent communication and collaboration skills with a demonstrated ability to lead cross-functional teams.

• Strong understanding of SaaS business models and revenue growth strategies.

• Ability to thrive in a fast-paced startup environment, with a high degree of ownership and accountability.

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy.

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.