Redpoint

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

The Head of Demand Generation is responsible for developing and managing a high-impact demand generation engine to drive scalable, measurable growth. Reporting directly to the CMO, this role is pivotal in building and executing a comprehensive framework that maximizes ROI across digital channels and aligns with our overall marketing strategy.

Key areas of focus include Content Marketing, Digital Events & Webinars, Paid Advertising, SEO, Account-Based Marketing (ABM), and Email Marketing. The ideal candidate will be adept at using data-driven strategies to accelerate growth and optimize performance across all initiatives.

We have a strong preference to hire this role in the New York Metropolitan Area (NY, New Jersey, CT).

You'll be responsible for:

Key Responsibilities:

• Strategic Planning & Execution:
  Develop and execute an end-to-end demand generation strategy. Build multi-channel programs that drive and accelerate pipeline growth, aligning closely with sales and marketing leadership to achieve revenue targets.

• Content Marketing:
  Oversee the content strategy to support every stage of the buyer journey, collaborating with internal and external teams to produce impactful content that increases brand awareness, engages prospects, and drives conversions.

• Digital Events & Webinars:
  Create and manage a robust program for webinars and digital events, leveraging these channels for lead generation and to nurture existing leads, increasing engagement across targeted audiences.

• Advertising & SEO:
  Lead a targeted advertising strategy across platforms (e.g., Google, LinkedIn) while integrating organic SEO efforts. Focus on maximizing reach, driving qualified traffic, and improving conversion rates through data-driven insights and optimization.

• Account-Based Marketing (ABM):
  Design and implement a high-impact ABM strategy focused on building relationships within key accounts. Utilize personalization and data to prioritize high-value opportunities and strengthen account engagement.

• Collaboration with Marketing Operations:
  Drive email marketing and marketing operations, ensuring automated, personalized workflows that maximize lead engagement and conversion. Optimize lead nurturing strategies for streamlined marketing efforts.

• Demand Engine Scaling:
  Scale the inbound demand engine to drive substantial new revenue with an efficient CAC payback. Leverage a strategic mix of events, digital demand, account-based marketing, and integrated campaigns to achieve impactful results.

• Customer Journey Optimization:
  Develop and refine programmatic customer journeys across pre- and post-sales stages to drive both acquisition and retention, optimizing touchpoints that enhance the customer experience.

• KPIs and Reporting:
  Establish and track KPIs for all demand generation activities. Regularly report progress to the Executive Team, analyzing campaign performance and adjusting strategies for ongoing improvement.

• Scalable Systems and Processes:
  Build and refine systems that ensure scalable execution of demand generation goals, meeting growth objectives while maintaining operational efficiency.

Your qualifications:

• Bachelor’s degree in Marketing, Business, or related field; MBA or advanced degree preferred.

• 12+ years in demand generation or digital marketing, with a proven track record in SaaS or technology environments.

• 5+ years of management experience.

• Proven demand marketing executive with 10+ years building and executing multi-channel go-to-market strategies.

• Expertise in scaling B2B SaaS demand engines through multiple revenue stages in mature markets.

• Extensive experience engaging global enterprise, mid-market, and SMB customers across complex buying organizations; CRM/Customer Support industry experience is a plus.

• Strategic and data-driven thinker skilled at setting objectives, designing scalable solutions, and continuously optimizing demand funnels across regions, segments, and business lines.

• Strong cross-functional leader with a results-driven mindset, clear communication style, and a bias for action.

• Deep understanding of digital channels, including SEO, SEM, social media advertising, and email marketing.

• Proficient with CRM and marketing automation platforms (e.g., HubSpot, Marketo, Salesforce).

• Hands-on experience with ABM strategies and tools (e.g., Demandbase, 6Sense).

• Exceptional communicator and collaborative leader with a talent for fostering high-performance teams.

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.