Billing Manager - NYC

| Greater NYC Area
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About Kustomer

Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences – not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view.

Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Rent the Runway, Glossier, Away, Glovo, Slice and UNTUCKit. Headquartered in NYC, Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, raised over $173.5M in venture funding, and is backed by leading VCs including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Canaan Partners, Boldstart Ventures and Social Leverage.

About the Role

We are looking for an experienced Billing Manager for our newly created position. This person will be responsible for not only managing the existing day-to-day customer billing and billing support operations, but will also act as the subject matter expert on all best-in-class billing and billing support processes. 

Reporting to the Senior Director of Finance and partnering heavily with Sales and Engineering, the main strategic goal of this function is to build a best practice billing function on a to-be-determined enterprise-grade billing platform. This is a multi-functional role which requires proficiency in leadership, customer billing, support and related systems, as well as experience with ERP systems in a cloud-based business environment. This individual will work to develop long-term strategies aimed to propagate a vision of growth and sustainability of current and future billing operations.

Your responsibilities include:

  • Implement an enterprise-grade SaaS billing solution, such as Zuora or equivalent platform
  • Process daily billings and ensure invoices are appropriately posted and delivered to customers
  • Work cross functionally to review customer contracts and ensure proper billing set-up adhering to underlying system requirements and policy standards
  • Responsible for responding to external and internal customer inquiries pertaining to invoices, payments, discrepancies and contract clarification requests
  • Responsible for timely and accurate daily cash postings
  • Work closely with the finance team to help improve overall processes, drive process efficiencies and improve/monitor internal controls for tasks within billings and collections
  • Assist sales department with contracts and customer-related questions as needed
  • Respond to field escalations (sales and service) and customer service requests
  • Participate in month-end closing activities, reconciliation of billing activity to the general ledger and analysis of doubtful accounts
  • Assist with the annual financial statement audit
  • Additional ad hoc responsibilities as may be assigned
  • May involve handling sensitive personal data 

Your qualities:

  • BS in Finance or Accounting preferred
  • Advanced knowledge of Zuora or similar SaaS product, previous experience implementing a billing software required
  • Working knowledge of Salesforce; Netsuite knowledge preferred
  • 5+ years billing experience; background in cloud software environment with annual subscription, usage-based and renewal billing, collections and account reconciliations required
  • 3+ years of experience in financial operations including general ledger, journal entries preferred
  • Previous experience in a cloud software startup environment, high-growth, fast-paced environment with the ability to multi-task and work well under pressure
  • Proven ability to perform complex billing transactions
  • Proven track record for improving process efficiencies and solving problems and the ability to identify areas for process improvement initiatives
  • Understanding of GAAP, ASC 606 and revenue recognition experience a plus
  • Advanced proficiency in Excel (vlookups, pivot tables, etc.)
  • Strong organizational and management skills
  • Excellent interpersonal and communication skills -- both written and verbal
  • Strong analytical and problem solving skills

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, commuter benefits, and a generous vacation policy.

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.

Learn More About Kustomer:


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Technology we use

  • Engineering
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Location

New York, NY

An Insider's view of Kustomer

What are some social events your company does?

We've started a tradition we refer to as Kamp Kustomer - a yearly in-person retreat where we come together in fun locations like the Poconos to reconnect, build trust within our teams, and collaborate. It's a great chance to unwind from the daily routine and we always return with renewed energy and focus.

Catherine

Senior Technical Writer

What projects are you most excited about?

I am eager to work on the most complex use cases of our clients. These opportunities are where I can best demonstrate my skills and the power of the Kustomer platform. As a customer service-focused platform, Kustomer offers endless possibilities, and it’s rewarding to see the memorable customer service experiences our clients are able to create.

Megied

Solutions Engineering

How has your career grown since starting at the company?

Something that I’ve learned during my time at Kustomer is the power of embracing your team’s knowledge. As professionals in the workforce, we’re often pushed into thinking that we need to know everything and work in a silo. Everyone at Kustomer embraces collaboration and supporting each other through their projects. It’s very special in that way.

Lauren

Customer Success Manager

What unique initiatives do you have that encourage innovation?

Kustomer's new path forward brings generative AI advancements to the platform. Generative AI's new approach to building personalized context in our features leverages inputs and outputs within our data. A core tenet of ours is building these features in a responsible and ethical way by respecting privacy and security principles above all else.

Patrick

Software Engineering Manager

What's the biggest problem your team is solving?

The People/Talent teams are working hard to add 50+ people to Kustomer in 2023! The challenge of finding great teammates who can help us be a better company than ever before is no small feat. We work hard to ensure that everyone we hire brings something unique to our Krew and is excited to work with others in order to make our vision come to life.

Tanya

Chief People Officer/ Chief of Staff to the CEO

What are Kustomer Perks + Benefits

Kustomer Benefits Overview

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, 401K, commuter benefits, and a generous vacation policy.

Culture
Volunteer in local community
OKR operational model
Pair programming
Remote work program
Diversity
Mean gender pay gap below 10%
Diversity employee resource groups
Our Employee Resource Groups have goals in place and meet once a month. Employees are encouraged to attend meetings - our three ERGs are: Women of Kustomer, KustomBlack, and KustomerAllies.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Financial & Retirement
401(K)
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Kustomer hosts a holiday company outing annually.
Company-sponsored happy hours
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Kustomer offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Brown Bag Lunches once a month, to learn more about the Women of Kustomer
Promote from within

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