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 leading brands like Abercrombie, Nuts.com, Skims, Turo, 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. Kustomer has a strong NYC presence and is also a remote friendly company, with Krew members located throughout the US and United Kingdom. We believe in togetherness to help foster strong relationships, collaboration and communication, and our Krew gets together for both KKO and Kamp Kustomer each year.

About the Role:

We’re looking for a Principal Product Marketing Manager — to lead the strategic narrative and go-to-market success of our most important products and innovations.

In this role, you’ll be a trusted thought partner to executives, a key driver of business strategy, and a master of market-facing storytelling. You will independently own positioning, messaging, segmentation, pricing strategy, competitive differentiation, and launch execution across a portfolio of offerings.

This role is for someone who combines executive-level strategic thinking with hands-on craft. You’re the kind of person who can build a narrative that influences the board one day, then roll up your sleeves to write a pitch deck or map a sales play the next.

What You’ll Own:

Company-level narrative & category leadership: Shape how we show up in the market and define the category we’re building
Strategic product positioning & messaging: Develop frameworks and stories that clearly articulate customer value and competitive differentiation
Market insights & influence: Lead research efforts that uncover customer needs, validate positioning, and guide product strategy
Enterprise-level GTM strategy: Architect high-impact launch plans and drive cross-functional execution across marketing, product, sales, and success
Executive alignment: Partner directly with the CMO, Head of Product, and CEO to influence roadmap and growth bets
Sales & revenue enablement: Build world-class content and tools that help revenue teams close deals and expand accounts
Customer & analyst engagement: Serve as a market-facing expert in key moments—analyst briefings, executive meetings, and industry events
Mentorship & leadership (IC track): Guide and elevate other PMMs through mentorship, thought partnership, and best practice sharing

Your Qualifications:

8+ years of product marketing experience in B2B SaaS, with a track record of success in senior strategic roles
Deep experience working closely with product, sales, and executive teams to bring innovations to market and drive adoption
Expertise in complex enterprise and/or platform products with multiple personas and buying motions
A sharp strategic mind combined with a bias for action—you turn ambiguity into clarity and drive cross-functional alignment
Executive presence and credibility: you’ve influenced C-level stakeholders and presented to boards, analysts, and major customers
Masterful storytelling and content creation skills—you can write copy, craft narratives, and create high-impact materials with little oversight
A strong point of view on positioning, pricing, segmentation, and competitive strategy
Growth mindset, humility, and a deep sense of ownership

HIPAA Compliance

_All roles at Kustomer may involve handling sensitive personal data.

_Benefits

Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.

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.