Business Development Manager

About this role

About Kustomer

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 hiring a Business Development Manager to join our Marketing team. The Business Development team is the engine powering Kustomer's revenue growth; they open doors, spark conversations, and build the pipeline that fuels our GTM motion. As the Business Development Manager you'll lead, coach, and scale a team of Business Development Representatives on the front lines of that effort. This is a hands-on role; you'll be in the trenches refining the playbook, sharpening the team’s pitch, and turning market signals into qualified pipelines. If you're the kind of leader who lights up watching your team land a key meeting or crack a new account, we want to talk.

AI is embedded into how we operate. As a leader on our team, you'll model strong AI habits, experiment and introduce new tooling for the BDR motion, while helping your team build effective AI workflows into how they prospect and pitch.

We're looking for a leader who thrives in a complex industry and finds the path forward even when facing strong headwinds. You bring creativity and rigor to pipeline generation, holding your team to a high standard while trusting them to run their own game. Great BDR leaders bring energy and positivity that translates into real career growth for their team.

This role requires you to be in our NYC office one day a week, on Wednesdays.

You’ll be responsible for:

- Lead, coach, and grow a team of outbound BDRs; hiring, ramping, and developing talent to consistently hit and exceed pipeline quotas

- Build and refine outbound prospecting playbooks, cadences, and messaging that cut through the noise

- Partner closely with Marketing and Sales leadership to align on ICP, campaign strategy, and lead handoff processes

- Drive performance management through weekly 1:1s, pipeline reviews, and data-informed coaching

- Own CRM hygiene, reporting, and forecasting; turning activity data into actionable insights

- Run monthly business reviews tracking pipeline attainment, productivity trends, and program ROI

- Stay hands-on with the team by joining live calls, sitting in on prospect conversations, and coaching in real time alongside your BDRs

Your qualifications:

- 2+ years in a first-line leadership role within the Business Development function, with a demonstrated track record of success across multiple companies in SaaS or related industries

- You've built pipeline in enterprise or mid-market SaaS, consistently hitting quotas yourself and coaching others to do the same.

- Deep fluency in outbound motion: sequences, account-based strategies, and personalization at scale

- Strong CRM and sales engagement tool proficiency (Salesforce, Outreach, Salesloft, or similar), including fluency in AI tooling to drive efficiency

- Exceptional coach and communicator; you know how to unlock performance in individuals

- Track record of cross-functional collaboration with RevOps, and Sales leadership

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.

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