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
As Head of Digital and Content Marketing, you will report to the CMO and define and lead the strategy, vision, execution, and evolution of our digital presence, content ecosystem, and social media engagement. You will build, mentor, and scale a high-performance team across digital, content and social media. You are the strategic voice for how our brand story is told in the digital space, across owned, earned, and paid channels and are accountable for measurable business impact (brand awareness, demand generation, customer retention) via content and social.
You will partner cross-functionally with marketing, product, and sales and other stakeholders to ensure integrated, on-brand, high-impact digital storytelling.
Key Responsibilities:
Strategic & Leadership
- Develop and own the digital + content + social media strategy, aligned to overall brand, marketing, and business goals (short- and long-term).
- Set objectives, KPIs, targets (e.g. reach, engagement, conversions, funnel metrics) and track performance.
- Manage and optimize the inbound funnel and paid digital programs
- Drive innovation: stay ahead of trends, new platforms, tools, formats, content models - proactively test and pilot new digital/content/social approaches.
- Foster a culture of experimentation, data-led decision making, optimization, and continuous learning and use of AI.
- Mentor and lead a team: hire, develop, retain top-tier talent across content, social, creative, operations, and paid/social media functions.
- Budgeting, resource allocation, and vendor/agency management for digital, content, and social initiatives.
- Serve as a visible leader and evangelist for digital storytelling across the organization - guiding cross-functional collaboration and alignment.
Inbound & Paid Media
- As a key growth driver, you will oversee the strategy and execution of inbound and paid media programs designed to attract, convert, and retain customers. This includes leading search (SEO/SEM/AEO), paid social, display, retargeting, and sponsored content initiatives, as well as optimizing web and landing experiences for conversion.
- You will partner closely with demand generation and analytics teams to ensure campaigns are data-driven, performance-optimized, and integrated with content and social storytelling.
Content
- Oversee the content strategy, including editorial calendar, themes, pillars, messaging frameworks, and formats (long-form, short-form, newsletters, video, audio, interactive, etc.).
- Ensure high-quality, on-brand content across web, blog, microsites, video, social, and other digital touchpoints.
- Define content governance, workflows, and operations (e.g. ideation process, content planning, approvals, SEO optimization, distribution, repurposing).
- Collaborate with creative / design partners to deliver visual, motion, and experience pieces that align with content and brand needs.
- Ensure content is optimized for SEO, user experience, accessibility, and discoverability.
Social Media & Podcast
- Lead overall social media strategy: organic, paid, community, influencer partnerships, and emerging formats.
- Build audiences and communities; improve engagement, sentiment, share-of-voice.
- Collaborate with internal program owners to amplify our influencer and TLC community.
- Position and amplify Kustomer leadership voices in thought/leadership opportunities
- Monitor social listening, sentiment, brand mentions, crisis response, and community governance.
- Oversee paid social media campaigns, in collaboration with performance/demand teams, to amplify reach and drive conversions.
- Coordinate with customer success / community / support functions on social customer engagement and advocacy.
Analytics & Optimization
- Define and monitor key metrics across content and social (e.g. reach, impressions, engagement, CTR, conversions, ROI).
- Use qualitative and quantitative insights to optimize content/social performance.
- Report on results, learnings, and recommendations to senior leadership.
- Establish dashboards, attribution models, and measurement frameworks to tie content & social activity to business goals (e.g. pipeline, retention, advocacy).
Cross-functional Collaboration
- Act as a strategic partner to marketing, brand, product, demand, PR/communications, creative/design, growth, and analytics teams to sync on messaging, timing, and channel integration.
- Ensure brand consistency and voice across content, social, and digital channels.
- Support launches, campaigns, events, product updates, and go-to-market execution via content & social narrative planning and amplification.
Your qualifications:
- Bachelor's degree in Marketing, Business, or related field; MBA or advanced degree preferred.
- 12+ years in demand generation or digital marketing, with a proven track record in SaaS or technology environments.
- 5+ years of management experience
- Proven demand marketing executive with 10+ years building and executing multi-channel go-to-market strategies.
- Expertise in scaling B2B SaaS demand engines through multiple revenue stages in mature markets.
- Extensive experience engaging global enterprise, mid-market, and SMB customers across complex buying organizations; CRM/Customer Support industry experience is a plus.
- Strategic and data-driven thinker skilled at setting objectives, designing scalable solutions, and continuously optimizing demand funnels across regions, segments, and business lines.
- Strong cross-functional leader with a results-driven mindset, clear communication style, and a bias for action.
- Deep understanding of digital channels, including SEO, SEM, social media advertising, and email marketing.
- Proficient with CRM and marketing automation platforms (e.g., HubSpot, Marketo, Salesforce).
- Hands-on experience with ABM strategies and tools (e.g., Demandbase, 6Sense).
- Exceptional communicator and collaborative leader with a talent for fostering high-performance teams
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.
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