Pricing Manager

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience by unleashing the power of data AI Agents humans.

With 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. 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. In October 2024, Kustomer relaunched its brand to #endbadservice, aiming to create a faster, smarter, and overall better experience for customers and agents alike with a deep focus on AI.

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, and are actively seeking 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. We believe in togetherness to help foster strong relationships, collaboration and communication, and our Krew gets together for Kamp Kustomer each year.

About the Role

As Manager of Pricing and Deal Strategy, you will be a high-level individual contributor responsible for developing and executing pricing strategies that maximize revenue and profitability for our products, and then working with our teams to bring these pricing strategies to life with our customers and prospects. This role is a mix of strategy and implementation/execution.

You will work closely with cross-functional teams, including Product Management, Sales, Customer Experience, Finance, and Marketing, to ensure our pricing models are competitive, aligned with market trends, and effectively communicated to our employees, customers, and prospects. You’ll partner closely with Sales and Customer Success to find the right pricing, discount, and deal configuration approach for strategic deals and customers.

We are seeking a leader who can work in a highly collaborative fashion with Product Management, Leadership, Marketing, and other teams to devise the right pricing strategies and put them into practice with customers and prospects.

We have a strong preference to hire this role in the New York Metropolitan Area (NY, New Jersey, CT) to take advantage of our hybrid work space in Manhattan.

Your responsibilities

• Develop and implement comprehensive pricing strategies for new and existing products, considering market dynamics, competitive landscape, and customer value propositions.
• Conduct market and customer research and competitive analysis to identify pricing opportunities and trends, and provide actionable insights to the product and sales teams.
• Collaborate with Product Management to define pricing models, structures, and guidelines that support product positioning and go-to-market strategies.
• Work with Finance to build pricing models and financial forecasts, ensuring alignment with business objectives and revenue targets.
• Partner with Sales to develop pricing proposals, discount strategies, and promotional programs that drive customer acquisition and retention. You’ll do this both programmatically and with specific deals. Use these learnings to inform revisions to pricing models and approaches.
• Partner with Customer Experience to ensure successful rollout and communications of new pricing programs for our current clients.
• Create and deliver pricing communication materials, including pricing guides, value propositions, and training sessions for internal and external stakeholders.
• Monitor and analyze pricing performance against our financial targets, customer feedback, and market conditions to continuously optimize pricing strategies and tactics.
• Stay informed about industry trends, regulatory changes, and emerging pricing methodologies to ensure our pricing practices remain competitive and compliant.

Your Qualifications

• Bachelor's degree in Marketing, Business, Economics, or a related field; MBA or advanced degree preferred.
• 8 years of proven experience in pricing strategy, deal desk, or related roles within a technology or SaaS company.
• Strong analytical skills with the ability to interpret complex data and make data-driven decisions.
• Excellent communication and presentation skills, with the ability to articulate pricing strategies to diverse audiences.
• Proficiency in market research, competitive analysis, and financial modeling.
• Demonstrated ability to work collaboratively with cross-functional teams and manage multiple projects simultaneously.
• Strong understanding of pricing methodologies (particularly consumption-based pricing), value-based pricing, and pricing optimization techniques.
• Proficiency in tools such as Excel and CRM systems.

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

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

Diversity, Equity & 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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