Kustomer provides an AI-native customer service platform that combines AI-powered automation, human expertise, and a connected CRM to help businesses deliver personalized support across all channels. Led by CEO Brad Birnbaum and based in New York City, the company focuses on improving customer experience through AI-driven automation and integrated workflows. Kustomer plans to use the new capital to accelerate its AI product roadmap and platform development. The company said it will scale its platform as it meets rapidly growing demand. The announcement does not disclose operating metrics or prior financings. The funding highlights a strategic push to expand product capabilities and support customer growth. Kustomer builds an enterprise-grade, omni-channel customer service and CRM platform intended to unify interactions across social media, messaging apps and websites. The company emphasizes advanced automations and generative AI to improve customer-service workflows and insights. Kustomer was acquired by Meta in a deal announced in November 2020 and closed in February 2022, but has now spun out as an independent entity. The spinout comes with a new $60 million infusion from prior backers and a materially reduced valuation of $250 million. CEO and co-founder Brad Birnbaum remains in charge, and Meta retains a minority ownership stake. The company intends to continue enhancing its platform and exploring integrations and innovations alongside Meta. Kustomer offers an omnichannel CRM that captures conversations across social media, messaging apps, phone, email and web chat into a single threaded customer view rather than separate tickets by channel. The company is positioning its product toward retailers and direct-to-consumer brands as well as government agencies, B2B companies and Fortune 50s, citing customers such as Glossier, Ring, ThirdLove, Rent the Runway, Sweetgreen, Glovo, Away and UNTUCKit. Kustomer is developing a new version of its platform with deeper "RPA-like" business process automations and AI features packaged as KustomerIQ to automate routine agent tasks. Management says AI is a major focus and that the company is rapidly investing in R&D and product development. Kustomer has been growing quickly and reports it is "exceeding all our business metrics," using recent funding to support expansion. The company plans to open its first European office in Q1 of next year. Kustomer builds an omnichannel customer service platform that pulls data from multiple external channels and the internal software companies use to manage business and interact with customers. Its interface presents threaded conversations to avoid duplicate tickets across channels. The company is focused on adding more automation and AI to reduce repetitive CRM tasks and target large enterprise customers. Kustomer says its revenues grew about 350% as it won clients off incumbents like Zendesk and Salesforce. Customers named in the article include Ring, Rent the Runway, Glossier, Away, Glovo, Slice and UNTUCKit. Kustomer was co-founded by Brad Birnbaum and Jeremy Suriel in 2015 and plans to expand further into Europe. Kustomer offers an omni-channel CRM/support platform that pulls data and feeds from many apps to present a unified customer view for agents. The product layers machine learning on top of integrated feeds to surface relevant information at the point of contact. Its customers include Ring, Rent the Runway, Glovo, Glossier, Away, Slice, Sweetgreen and UNTUCKit, and use cases span support, sales and growing marketing engagement. Originally targeting SMBs, Kustomer is expanding into larger enterprises and pursuing conversions from legacy vendors such as Oracle and Salesforce. The company came out of stealth in 2016 and is based in New York. Kustomer reports roughly 500% year-over-year revenue growth and says it has been capital-efficient while scaling.

Total raised

$261M

Funding rounds

7

Latest round

Series B

Latest activity

Aug 2025