Billing 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

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 Controller 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, ‘hands on’ 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.

You’ll be responsible for:

• Managing an enterprise-grade SaaS billing solution (Zuora).This will involve implementing new pricing and products in coordination with our Engineering team as well as trouble-shooting and testing activities.

• Processing daily billings and ensuring invoices are accurate and complete.

• Working cross-functionally to review customer contracts and ensure proper billing set-up adhering to underlying system requirements and policy standards.

• Responding to external and internal customer inquiries pertaining to invoices, payments, discrepancies and contract clarification requests.

• Timely and accurate daily cash postings.

• Working closely with the finance team to help improve overall processes, drive process efficiencies and improve/monitor internal controls for tasks within billings and collections.

• Assisting the sales department with contracts and customer related questions as needed.

• Responding to field escalations (sales and service) and customer service requests.

• Leading month-end closing activities related to Accounts Receivable and Revenue Recognition.

• Assisting with Sales Tax reporting and reconciliations.

• Assisting with the annual financial statement audit.

• Mentoring members of the Billing Team and providing support with general activities.

• Additional ad hoc responsibilities as may be assigned.

• May involve handling sensitive personal data.

Your qualifications:

• BS in Finance or Accounting preferred

• Advanced knowledge of Zuora or similar SaaS product, previous experience implementing or managing a billing software required

• Working knowledge of Salesforce or CPQ tools

• 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

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.