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Kustomer is an AI-native conversational CRM platform that unifies customer data and enables businesses to deliver personalized service across channels. Founded in 2015, backed by leading VCs (Battery, Redpoint, Boldstart, Norwest), and recently spun out from Meta in 2023, Kustomer serves leading brands like Sweetgreen, Starz, Vuori, and Resy.
As Head of Revenue Operations, you will lead an established team of seasoned RevOps and Enablement professionals across Sales, Marketing, and Customer Experience. This is not a build-from-scratch role but rather an opportunity to elevate an already-capable organization by introducing greater discipline, rigor, and AI-first strategy.
You will report directly to the Chief Revenue Officer and serve as a strategic partner to executive leadership on revenue optimization. Key responsibilities include:
Strategic Planning & Alignment: Partner with Sales, Marketing, and CX leadership to build a cohesive revenue operations and enablement strategy. Own enablement programming—training, content, and accountability—that drives consistent rep performance. Drive alignment on goals, KPIs, and metrics across all go-to-market teams.
AI-First Operations: Default to AI-assisted workflows before manual ones across forecasting, reporting, content generation, and coaching. Identify what should be fully automated versus what requires human judgment, and shift your team's time toward strategy and cross-functional partnership. Build, test, and iterate on new AI tools and workflows continuously, tying usage to measurable outcomes (time saved, output increased, cost reduced, pipeline or retention impact).
Team Leadership: Lead and develop an established team of senior RevOps and Enablement professionals. As a people leader, you are directly accountable for driving AI adoption within your team, including hiring for AI-native thinking and building performance goals that incorporate AI-driven improvements.
Systems & Tools: Own evaluation, implementation, and management of the revenue tech stack (CRM, marketing automation, CS platforms, analytics, AI/automation layers). Ensure system integration and clean, synchronized data across teams.
Data, Reporting & Analytics: Own end-to-end GTM reporting including pipeline forecasting, conversion rates, churn, and upsell/cross-sell performance. Establish a single source of truth for revenue data. Use AI-assisted analysis to turn performance data into faster, sharper recommendations.
Process Optimization: Design and optimize scalable processes across Sales, Marketing, and CS. Eliminate unnecessary manual effort by defaulting to automation. Standardize execution of revenue-driving campaigns.
Forecasting & Revenue Growth: Own and refine revenue forecasting in partnership with sales leadership. Flag pipeline risks and opportunities in real time; recommend growth strategies grounded in data.
Cross-Functional Collaboration: Drive productive, measurable collaboration across Sales, Marketing, CX, and Finance. Serve as strategic advisor to the CRO on revenue optimization.
Kustomer has transitioned to a remote-friendly company with team members throughout the US and UK, coming together annually for Kamp Kustomer.
