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Salary: USD 120,000 - 170,000 / annual
Kingdom is an AI-native ingredients company creating Superculture® ingredients from natural microbes for pet and human health. The company has achieved product-market fit with 95% of first-time customers launching additional products, and has raised nearly $40M from leading investors.
You will build and lead Kingdom's customer engagement function, transforming first orders into lasting customer relationships. The role starts hands-on with customer orders and fulfillment, improving processes from the customer perspective and scoping reliable automations to scale capacity. As AI-assisted systems are built out, you'll shift toward proactive customer engagement and improvements driven by recurring needs, while maintaining personal attention and judgment.
Key responsibilities include:
- Own the ongoing customer experience by building trusted relationships through regular check-ins, anticipating operational issues, and leading customer-facing resolution across teams. Share demand changes and customer requirements with Supply Chain, providing clear updates on lead times and fulfillment risks.
- Build customer operations that scale by owning and improving customer onboarding, documentation, order intake, tracking, and communications. Scope and support AI-assisted workflows by defining rules and exceptions, testing outputs, monitoring failures, and setting clear human review points. Create reliable systems to track customer volume commitments, pricing tiers, forecasts, and risks.
- Turn recurring customer needs into improvements by building a shared view of customer requests, recommending priorities based on customer need and commercial importance, and tracking evidence requests through validation processes.
You'll work directly with the VP of Commercialization and partner with GTM, supply chain, science, and regulatory teams. There is significant opportunity to develop the systems and team as the customer base grows across ingredients and markets.
Kingdom operates in a high-trust, high-autonomy environment with three core values: solve from first principles, collaborate with kindness, and be resourceful and resilient. All full-time roles are in-person at the Brooklyn Navy Yard headquarters and lab.
REQUIREMENTS:
- Approximately 3-5 years of relevant experience in customer or client management, business operations, consulting, or similarly demanding environment
- Record of owning customer or client outcomes and coordinating complex work across teams
- Strong relationship-building skills and customer judgment; ability to listen carefully, communicate clearly, set realistic expectations, and handle difficult conversations calmly
- Excellent organization and judgment: prioritize competing customer needs, anticipate problems, coordinate across teams without formal authority, and close the loop without prompting
- Curiosity to learn technical products and manufacturing systems quickly, with judgment to recognize when specialist input is needed
- Comfort with CRM and reporting tools, and willingness to build AI-assisted workflows; ability to assess automation reliability and identify where human judgment is needed
- Equal willingness to build better systems and personally follow through on customer questions and operational details
- Experience with technical or physical products is a plus
