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Jobs · Management · New York

Head of Revenue Operations

Kustomer · New York, NY · 2 wk ago
HybridManagement$200k–$240k/yrFull-time

Kustomer is the industry-leading conversational CRM platform, empowering businesses with AI and automation tools to deliver personalized customer service across any channel. The platform unifies data from multiple sources into a single timeline, enabling efficiency and meaningful interactions. Kustomer serves leading brands like Sweetgreen, Starz, Vuori, Resy, and Cotopaxi, and has raised over $310M in funding from top VCs. Originally founded in 2015, Kustomer was acquired by Meta in 2022 and later spun out as a standalone company in 2023. Today, Kustomer is backed by Battery, Redpoint, Boldstart Ventures, and Norwest, fueling its growth as an AI-native platform.

About the Role

Kustomer is scaling its AI-native CX platform with aggressive growth targets. As Head of Revenue Operations, you will lead an established team of seasoned RevOps and Enablement professionals across Sales, Marketing, and Customer Experience. This role focuses on elevating an already high-functioning team by sharpening analytics, hardening systems and data architecture, and driving AI-first ways of working to create measurable operational leverage. You will report to the Chief Revenue Officer and serve as a strategic partner to executive leadership on revenue optimization.

Responsibilities

  • 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—to drive consistent rep performance.
    • Drive alignment on goals, KPIs, and metrics across all GTM teams.
  • AI-First Operations & Enablement
    • Default to AI-assisted workflows for forecasting, reporting, content generation, and coaching using tools like Ashby, Clay, and Claude.
    • Identify processes to fully automate versus those requiring human judgment, shifting your team’s focus toward strategy and cross-functional partnership.
    • Continuously build, test, and iterate on AI tools and workflows; share successful practices across the RevOps org.
    • Tie AI usage to measurable outcomes—time saved, output increased, cost reduced, or pipeline/retention impact.
  • Team Leadership & Development
    • Lead and develop an established team of senior RevOps and Enablement professionals, raising the bar on performance.
    • Drive AI adoption within your team, including hiring for AI-native thinking and incorporating AI-driven improvements into performance goals.
    • Build enablement and L&D programs to grow your team’s AI fluency.
  • 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 automation for clean, synchronized data across teams.
    • Manage vendor and partner relationships, delegating day-to-day tool ownership as appropriate.
  • Data, Reporting & Analytics
    • Own end-to-end GTM reporting: pipeline forecasting, conversion rates, churn, upsell/cross-sell performance.
    • Establish a single source of truth for revenue data across CRM, marketing automation, and CS platforms.
    • Use AI-assisted analysis to turn performance data into actionable recommendations for senior leadership.
  • Process Optimization
    • Design and optimize scalable processes across Sales, Marketing, and CS—lead handoff, onboarding, expansion.
    • Eliminate unnecessary steps and manual effort by default; automate rather than streamline.
    • Standardize execution of revenue-driving campaigns: lead gen, nurture, retention.
  • Forecasting & Revenue Growth
    • Own and refine revenue forecasting in partnership with sales leadership.
    • Flag pipeline risks and opportunities in real time; recommend data-driven growth strategies.
  • Cross-Functional Collaboration
    • Drive productive, measurable collaboration and decision-making across Sales, Marketing, CX, and Finance.
    • Serve as a strategic advisor to the Chief Revenue Officer on revenue optimization.

Qualifications

  • 10+ years in revenue operations, sales operations, or GTM operations, with a track record of scaling B2B SaaS organizations through high-growth stages.
  • 3+ years leading and developing senior, established RevOps/Enablement talent—raising the bar on an experienced team rather than building from scratch.
  • Proven track record redesigning workflows around AI/LLM-powered automation at an Advanced (Driver) level or above.
  • Hands-on experience with core revenue tech stack: CRM (Salesforce, HubSpot), sales engagement (Outreach), conversation intelligence (Gong), and AI-assisted analytics/automation platforms.
  • Strong analytical skills—able to turn complex data into clear, actionable narratives for executive audiences.
  • Excellent cross-functional leadership and communication skills.
  • High ownership, accountability, and comfort in a fast-paced startup environment with aggressive growth targets.

Benefits

  • Competitive salaries and stock options.
  • In the U.S.: 100% healthcare coverage, 401K, WiFi and mobile reimbursement, and a generous vacation policy.
  • In the UK: pension, supplemental health insurance, and other perks.

Pay

$200K - $240K

All roles at Kustomer may involve handling sensitive personal data.

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