Creative Director at Kustomer

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 Sweetgreen, Starz, Vuori, Resy and Cotopaxi.

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. and U.K. coming together for Kamp Kustomer each year.

About the Role

Kustomer is building the future of AI-native customer service, and we need a Creative Director who can make that story undeniable.

This is a player/coach role. You'll own the visual identity of Kustomer's brand across every channel, manage a small in-house team, and still roll up your sleeves to produce IC-level design work. Storytelling isn't something you do; it's how you think.

This role is for you if you see brand coherence as a business outcome, not a style preference. You're energized by cross-functional collaboration with teams like product, sales, and marketing, and you bring a sharp creative point of view that doesn't get lost in committee. You stay ahead of what's next, and you're already thinking about how AI tools are reshaping the creative process.

You'll be responsible for:

• Define and protect Kustomer's visual identity across all customer touchpoints — digital, print, events, and in-product

• Build scalable design systems that deliver consistent, high-quality brand expression across campaigns and channels

• Propose creative concepts and strategies, then guide them from brief to ship

• Articulate creative vision clearly to executive leadership and incorporate feedback without losing the thread

• Own the full range of creative output, including web graphics, landing pages, and blog visuals; social, display, and print advertising; email graphics, event signage, and promotional materials; slide templates for sales kick-offs, town halls, and internal events; and collateral including ebooks, white papers, and infographics

• Oversee print production, managing vendor relationships end to end

• Partner with marketing, sales, and customer success leaders to deliver against ambitious, measurable goals

• Collaborate with product to identify brand expression opportunities that expand Kustomer's reach

• Leverage AI tools and emerging design technologies to accelerate creative output and raise the quality bar

• Build and sustain a culture of creative excellence

• Own creative asset management systems and content organization

• Mentor and manage freelance and agency resources as needed

Your qualifications:

• 10+ years of creative direction, grounded in strong art direction and design fundamentals

• At least 3 years driving brand initiatives in an in-house environment with measurable business outcomes

• Experience designing across both B2C and Enterprise SaaS contexts

• Fluency in figma and Adobe Creative Suite (Photoshop, Illustrator, InDesign) or equivalent

• Proven ability to design compelling presentations in Google Slides

• A portfolio with case studies that demonstrate design craft, systems thinking, and leadership

• Comfort working with AI-assisted design tools and a genuine curiosity about where the space is headed

• Strong business acumen — you balance brand vision against real constraints without losing either

• The ability to hold a strong creative point of view while staying genuinely open to collaboration

• Experience bringing clarity to ambiguous projects and scaling creative processes in fast-moving environments

• Startup experience preferred

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.