Senior Manager, Customer Engagement

Location

Brooklyn, NY

Employment Type

Full time

Location Type

On-site

Department

Business and Operations

Compensation

Cash Salary $120K – $170K
Offers Equity
100% fully-covered, best-in-class medical, vision, and dental insurance for yourself (and 95% for your spouse/family) + other excellent benefits

About us

Kingdom is the world’s first AI-native ingredients company. We create Superculture® ingredients from natural microbes to improve the health of pets and people. Brands use our ingredients because they deliver industry-leading efficacy and health benefits that consumers notice in just days. AI powers how we develop, clinically validate, and manufacture our ingredients, enabling us to bring them to market faster and at lower cost. Developing a new ingredient has traditionally taken more than five years and tens of millions of dollars. Our small team is launching one clinically validated ingredient a year, at a small fraction of that cost. Kingdom has clear product-market fit, with accelerating customer demand: After just a year in market, our ingredients are already in dozens of products from household pet brands. And 95% of our first-time customers are launching additional products with us. Each ingredient improves our discovery platform, clinical engine, and manufacturing expertise, so we can develop the next one faster and at lower cost. We’ve raised nearly $40M from leading investors to bring our ingredients to more brands and markets around the world. Our number one priority is turning proven ingredient performance and early commercial traction into repeatable growth across customers and markets. We’re looking for highly resourceful, high-throughput individuals who solve problems from first principles, make sound decisions, communicate clearly, and move quickly. More than $300B is spent every year on pet and human health products. Our ambition is to make clinical efficacy the standard across that entire market. All full-time roles are in person at our Brooklyn Navy Yard headquarters and lab.

About the role

We’re looking for a Senior Manager, Customer Engagement to build and lead the function that turns a first order into a lasting customer relationship. You’ll make working with Kingdom easy and reliable, and turn what you learn from customers into improvements in how customers use our ingredients and work with us on an ongoing basis. You’ll start hands-on with customer orders and fulfillment: learning the process, improving it from the customer’s perspective, and scoping reliable automations to scale our capacity and minimize manual work. As you support the build-out of reliable AI-assisted systems, you’ll create more time for proactive customer engagement and improvements driven by recurring needs. Customer follow-through remains central to the role as it grows; automation helps you support more customers without losing the personal attention and judgment they need. You’ll work directly with our VP of Commercialization and partner with our GTM, supply chain, science, and regulatory teams. You’ll have the opportunity to build and lead Kingdom’s customer engagement function, with room to develop the systems and team as our customer base grows across ingredients and markets in the coming years. If you join, you will: Own the ongoing customer experience Build trusted relationships with customers through regular check-ins tailored to their needs. The customer engagement function will own post-launch requests and support, while the GTM function will lead ingredient sales and expansion. Anticipate operational issues and lead customer-facing resolution: bring the right colleagues together, agree on next steps, and keep customers informed until the issue is resolved. Share demand changes and customer requirements with Supply Chain, and give customers andthe commercial team clear updates on lead times and fulfillment risks, including quality issues. Coordinate a response when customer needs and delivery capacity do not align. Build customer operations that scale Own and improve customer onboarding, documentation, order intake, tracking, and order communications through fulfillment. Improve the experience as you learn where customers and colleagues encounter friction and partner with Supply Chain on execution. Scope and support the build-out of AI-assisted workflows: define rules and exceptions, test outputs, monitor failures, and set clear points for human review. Use what you learn to reduce manual work and improve reliability.