Senior Manager, Customer Engagement

Kingdom is the world's first AI-native ingredients company, creating Superculture® ingredients from natural microbes to improve the health of pets and people. The Senior Manager, Customer Engagement will build and lead the function that turns a first order into a lasting customer relationship, working directly with the VP of Commercialization and partnering with GTM, supply chain, science, and regulatory teams. All full-time roles are in person at the Brooklyn Navy Yard headquarters and lab.

Responsibilities

Build and lead the customer engagement function; Make working with Kingdom easy and reliable; Turn customer learnings into improvements in how customers use ingredients and work with Kingdom; Start hands-on with customer orders and fulfillment and improve the process from the customer's perspective; Scope reliable automations to scale capacity and minimize manual work; Build trusted relationships through regular check-ins tailored to customer needs; Anticipate operational issues and lead customer-facing resolution; Share demand changes and customer requirements with Supply Chain and give clear updates on lead times and fulfillment risks; Own and improve customer onboarding, documentation, order intake, tracking, and order communications; Scope and support AI-assisted workflows, including defining rules and exceptions, testing outputs, monitoring failures, and setting human review points; Create reliable systems to track volume commitments, pricing tiers, forecasts, risks, and next actions; Build a shared view of customer requests for existing ingredients; Recommend priorities based on customer need, commercial importance, dependencies, and effort; Track evidence requests through the validation process and keep customers informed

Requirements

Record of owning customer or client outcomes and coordinating complex work across teams, with roughly 3-5 years of relevant experience in customer or client management, business operations, consulting, or a similarly demanding environment; Strong relationship-building skills and customer judgment; Excellent organization and judgment, including prioritizing competing customer needs and coordinating across teams without formal authority; Curiosity to learn technical products and manufacturing systems quickly, and judgment to recognize when a decision needs a specialist's input; Comfort with customer relationship management (CRM) and reporting tools; Willingness to build AI-assisted workflows and assess whether automation is reliable

Nice to have

Experience in a business with technical or physical products

Benefits

Fully covered medical, vision, and dental insurance; Free memberships to One Medical, Teladoc, and Talkspace; Flexible PTO plus 13 paid company holidays, including a weeklong winter closure; 12 weeks of fully paid parental leave, extendable up to 24 weeks total; 401(k) plan; FSA option; Commuter benefit of your choice; Fully stocked kitchen with fruits, snacks, coffee, and tea; Weekly team lunches; Generous equity; Annual performance-based salary increases and equity re-ups