Business Systems Manager

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 Abercrombie, Away Travel, Reformation, Hexclad and Sweetgreen.

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. coming together for Kamp Kustomer each year.

About the Role

Our Business Systems Engineer owns and executes the GTM systems roadmap - designing, building, and scaling the architecture that powers our growth. You’ll combine deep Salesforce expertise with a builder’s mindset, leveraging automation and AI to streamline workflows, elevate data quality, and unlock smarter decision-making across our GTM teams.

You’ll be Responsible for:

Strategy

• Partner with GTM leaders to translate business strategy into scalable systems design and technical solutions.

• Define and maintain the GTM systems architecture, ensuring integration, scalability, and data integrity across the tech stack.

• Drive the AI strategy for GTM systems, identifying and implementing opportunities to enhance productivity, decision-making, and process automation.

• Develop the long-term technical roadmap, balancing immediate business needs with future scalability, efficiency, and innovation.

Systems administration

• Own configuration, administration and continuous improvement of core GTM systems including Salesforce, Gong, Clari, CPQ and related tools.

• Build and maintain integrations with adjacent systems (e.g. Zuora, Jira, BI tooling, OpenAI) to ensure seamless workflows and data flows.

• Design and implement advanced technical configurations across Salesforce and related platforms, including SOQL queries, Apex development, automation scripts, and complex workflow rules.

• Evaluate, select, and implement new GTM tools and technologies to support evolving business needs.

• Ensure system reliability, security, and compliance, partnering with IT and Security as needed.

Automations & AI

• Evolve and maintain custom AI solutions (e.g., GPTs, AI assistants) that support RevOps, Sales, and CX use cases.

• Identify, build and maintain workflow automations that reduce manual work and improve accuracy across the business.

Data integrity & Documentation

• Create and maintain data governance frameworks to ensure high standards of data quality, consistency, and compliance across GTM systems.

• Develop and maintain detailed system documentation, including technical specifications, process flows, and configuration guides.

Your Qualifications:

• 6+ years of experience in business systems or GTM technology roles within high-growth SaaS.

• Deep Salesforce admin expertise and certifications (e.g. Salesforce Certified Advanced Administrator and / or Salesforce Certified Platform App Builder preferred).

• Proficiency in SQL, SOQL, and at least one scripting language (e.g. Python, JavaScript, Apex).

• Experience designing, implementing, and scaling AI-driven automations and workflow solutions.

• Proven ability to influence stakeholders, drive cross-functional initiatives, and translate business needs into scalable technical solutions.

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.