CX Platform Implementation Lead

kustomer; United States; On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) retirement plan

WiFi reimbursement

Mobile reimbursement

Generous vacation policy

Job summary

Kustomer is seeking a Professional Services Consultant to onboard and support customers, guiding setup, configuration, and optimization of the Kustomer platform. You will work with customer teams to drive adoption and long-term success, delivering value through hands-on configurations and trainings.

The role requires extensive SaaS/CX experience, strong communication, and the ability to manage multiple projects simultaneously, including API integrations and AI-powered workflows across

Qualifications

• 5+ years of professional consulting in SaaS or CX space.
• Experience with CRM or customer support platforms (e.g., Kustomer, Salesforce, Zendesk).
• Technical aptitude with automation, chatbots, and workflow optimization.
• Familiarity with API-based integrations and workflow tools (webhooks, API calls).
• Knowledge of agentic AI concepts and configuring AI features in SaaS.
• Understanding of data migration concepts and basic scripting.
• Familiarity with web technologies (JavaScript, Node, React) for validation and troubleshooting.
• Experience with authentication standards like SSO and OAuth; guide clients on best practices.
• Excellent written and verbal communication; strong interpersonal skills.
• Proven ability to manage complex projects and customer relationships.
• Willingness to travel for customer engagements.

Responsibilities

• Leading onboarding and configuration sessions to maximize customer value.
• Managing multiple customer implementations to meet timelines and scope.
• Acting as SME on Kustomer platform, including API integrations and automation.
• Collaborating with customer tech/support teams to integrate with internal/external apps.
• Partnering with Sales and Customer Success to ensure smooth handoff from presales to post-sales.
• Facilitating workshops, training, and Q&A sessions onsite and remotely.
• Identifying and troubleshooting platform issues with Product/Engineering.
• Building customer relationships as a trusted advisor.
• Documenting best practices, implementation guides, and success stories.
• Escalating risks and issues to ensure timely resolutions.

Skills

5+ years consulting

CRM/CS platforms

Automation & chatbots

APIs & webhooks

AI-powered workflows

Data migration basics

Web tech (JS/Node/React)

SSO/OAuth guidance

Strong communication

Project & stakeholder mgmt

Travel willingness

Education

Bachelor’s Degree or equivalent

Job description

Kustomer is seeking a Professional Services Consultant to onboard and support customers, guiding setup, configuration, and optimization of the Kustomer platform. You will work with customer teams to drive adoption and long-term success, delivering value through hands-on configurations and trainings.

The role requires extensive SaaS/CX experience, strong communication, and the ability to manage multiple projects simultaneously, including API integrations and AI-powered workflows across