Head of Revenue Operations

About the Role

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 Sweetgreen, Starz, Vuori, Resy, and Cotopaxi.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M 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 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.

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 passionate about 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. and U.K. coming together for Kamp Kustomer each year.

About the Role

Kustomer is an AI-native CX platform scaling thoughtfully 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 - bringing continued discipline, rigor, and strategy to a highly functioning organization.

This is not a build-from-scratch role. It is about elevating how an already-capable team operates: sharpening analytics and forecasting, hardening the systems and data architecture underneath it, and pushing even further with AI-first ways of working - from adoption into measurable operating leverage. You will report to the Chief Revenue Officer and serve as a strategic partner to executive leadership on revenue optimization.

Your Responsibilities

Strategic Planning & Alignment

• Partner with Sales, Marketing, and CX leadership to build one cohesive revenue operations and enablement strategy.
• Own enablement programming - training, content, accountability - that drives consistent rep performance.
• Drive alignment on goals, KPIs, and metrics across all GTM teams.

AI-First Operations & Enablement

• Default to AI-assisted workflows before manual ones across forecasting, reporting, content generation, and coaching - using tools like Ashby, Clay, and Claude - rather than applying AI to existing processes as an afterthought.
• Identify what should be fully automated versus what stays human-only, and shift your team's time toward the latter: strategy, judgment, cross-functional partnership.
• Build, test, and iterate on new AI tools and workflows continuously; share what works with the broader RevOps org rather than treating adoption as a one-time rollout.
• Tie AI usage to measurable outcomes - time saved, output increased, cost reduced, pipeline or retention impact - not adoption for its own sake.

Team Leadership & Development

• Lead and develop an established team of senior RevOps and Enablement professionals, raising the bar on an already-capable function rather than building one from scratch.
• As a people leader, you are directly accountable for driving AI adoption within your team - this includes hiring for AI-native thinking and proficiency, and building goals that incorporate AI-driven improvements into individual and team performance.
• Build enablement and L&D programs that raise team capability, including growing your team's own AI fluency over time.

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 to your team as appropriate.

Data, Reporting & Analytics

• Own end-to-end GTM reporting: pipeline forecasting, conversion rates, churn, upsell/cross-sell.

What You'll Do

• Develop and execute a cohesive revenue operations and enablement strategy in partnership with Sales, Marketing, and CX leadership.
• Own the design, implementation, and continuous optimization of the end-to-end revenue technology stack and data architecture.
• Establish AI-first workflows by defaulting to tools like Ashby, Clay, and Claude for forecasting, reporting, and content generation.
• Shift team focus from manual execution to strategic judgment by clearly defining what should be automated versus what requires human oversight.
• Lead, develop, and raise the capability of an established team of senior RevOps and Enablement professionals.
• Drive measurable outcomes from AI adoption, including time saved, increased output, and reduced costs across revenue functions.
• Own end-to-end GTM reporting, including pipeline forecasting, conversion rates, churn, upsell, and retention metrics.
• Implement rigorous governance over goals, KPIs, and metrics to ensure alignment across all go-to-market teams.
• Build and iterate on AI tools and workflows, sharing successful implementations and learnings across the broader RevOps organization.
• Manage vendor and partner relationships while delegating day-to-day tool ownership to ensure system integration and data synchronization.
• Champion a culture of continuous learning and AI fluency within the revenue operations team.
• Ensure all enablement programming, including training and content, drives consistent rep performance and adoption.
• Tie AI usage directly to business impact, focusing on outcomes rather than adoption for its own sake.
• Serve as a strategic partner to the Chief Revenue Officer and executive leadership on revenue optimization initiatives.

Requirements

• Candidates must possess a Bachelor's degree or equivalent practical experience in a relevant field.
• You must have a proven track record of at least 8 years in revenue operations, sales operations, or a related discipline.
• A minimum of 5 years of hands-on experience managing and optimizing revenue technology stacks is required.
• You must have extensive experience implementing AI tools and workflows in a production environment.
• At least 3 years of leadership experience managing a team of senior RevOps or Enablement professionals is mandatory.
• Demonstrated success in building and scaling revenue operations functions from established, high-performing baselines is essential.
• You must have deep expertise in CRM systems, marketing automation, and customer service platforms.
• Experience in a remote-friendly or distributed team environment is a strict requirement.

Nice to Have

• Prior experience in the customer service or conversational commerce sector is preferred.
• Background with AI-native companies or AI-first transformations is highly desirable.
• Experience with no-code automation platforms is a significant advantage.

Practical Notes

This role is full-time and remote-friendly, with the expectation of occasional travel for company events such as Kamp Kustomer.

Employment is contingent upon successful completion of standard background checks and verification of provided credentials.