GTM Enablement Program 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

Kustomer’s GTM Enablement Program Manager will thrive in a scrappy start-up environment and will have a direct influence on defining and developing our GTM motion. Join us and enable our customer-facing teams (AE, AM, CSM, SC, SDR) to deliver a world-class prospect and customer experience. The ideal candidate is obsessed with the craft of sales, understands how busy professionals effectively learn and implement new information, enjoys experimenting with AI at work, and has a high bar for quality.

This role is instrumental in supporting the GTM organization by owning four main programs:

• Program Management & Skills Development

• Reporting & Visibility

• Productivity & Workflow Efficiency

• Product & AI Enablement
  

The successful candidate will play a crucial role in enhancing our GTM team’s effectiveness, driving revenue growth, and supporting seamless coordination across the organization.

You'll be responsible for:

Training, Onboarding & Skills Development

• Own the design and delivery of onboarding programs that accelerate new hire ramp and establish core skills needed for early success.
  

• Partner with managers and subject matter experts to reinforce training through structured upboarding and skill-building paths that extend beyond the first 90 days.
  

• Continuously evolve the curriculum to address changing business priorities, new product launches, and role-specific competencies.
  

• Measure readiness and productivity outcomes (e.g., time-to-first-deal, role certification, manager assessments) to ensure reps reach full productivity quickly and predictably.
  

Program Management & Playbook Development

• Manage the end-to-end lifecycle of enablement programs—from scoping and design to delivery, reinforcement, and reporting—ensuring consistency and measurable impact.
  

• Develop and maintain the GTM Sales Playbook, curating processes, messaging, and best practices that guide reps in executing our sales motion.
  

• Partner across GTM leaders, operations, and analytics teams to align on priorities, capture requirements, and translate insights into program improvements.
  

• Build scalable reporting and communication frameworks that provide leaders with actionable visibility into program effectiveness.
  

Enablement Events & Ongoing Cadence

• Lead planning and content development for major GTM enablement events (e.g., GTM Kickoff, QBRs, Offsites) to deliver high-impact training experiences.
  

• Run a consistent cadence of enablement touchpoints—weekly trainings, newsletters, and ongoing communications—to reinforce skills, share updates, and drive alignment.
  

• Support field readiness for product launches and campaigns by coordinating stakeholder inputs, preparing speakers, and ensuring post-event reinforcement.
  

Product & AI Enablement

• Coordinate with PMM for launch readiness, ensuring GTM teams are trained, equipped, and aligned for new product releases.
  

• Develop GTM-facing content (playbooks, battlecards, competitive intelligence, launch decks) and maintain our training cadence.
  

• Manage and evolve certification programs covering both product knowledge and selling skills.
  

• Identify, research, and prioritize AI use cases that improve GTM team effectiveness and internal enablement workflows.
  

• Experiment with AI tools, run pilots, and drive adoption of impactful solutions for both our field teams and for our enablement workstreams.
  

• Partner with product, operations, and enablement stakeholders to monitor tool effectiveness and scale best practices.
  

Your qualifications:

• 5+ years of experience in a B2B revenue organization, with background in sales, training, product marketing, or customer success
  

• Familiarity with Salesforce, Gong, Zoom, Workramp, and Guru (or similar tools)
  

• Exposure to various Sales Methodologies is highly desired
  

• Experience delivering classroom training and facilitation is a must
  

Preferred Qualifications:

• Experience in developing training content and customer/prospect facing talk tracks
  

• Experience with AI tools for enabling/empowering reps (i.e., custom GPTs, Agents, AI Role Play, AI Content Creation, etc.)
  

• Ability to translate information from cross-functional partners (PMM, Product, CS, Operations, etc.) into digestible, sales-ready content
  

• Experience working in a MEDDPICC environment is a plus
  

• Familiarity with Customer Support/Customer Experience technology industry
  

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.