Brad Birnbaum

Wildcard
DISC Type : sic

Chief Executive Officer at Kustomer

New York City Metropolitan Area, United States

Overview

Brad Birnbaum is a serial entrepreneur and the CEO of Kustomer, with over 25 years of experience creating disruptive customer service technologies. He co-founded Assistly, which was acquired by Salesforce and became Desk. com, and Kustomer, acquired by Meta before being spun out. He holds a BS from Stony Brook University.

Brad is passionate about building solutions that solve real-world problems and is mission-driven in his professional life. A native of Long Island, he discovered his love for entrepreneurship while still in college and founded his first company, eShare Communications, as an undergraduate. He and his family live on Long Island.

He has a unique track record of co-founding three successful customer service software companies: eShare, Assistly (sold to Salesforce), and Kustomer (sold to Meta).

Personality Overview

ROI Driven

Curious But Skeptical

Requires Proof

They typically tend to be late adopters even when they seem friendly and excited about what you have to sell  They are unlikely to ever become strong champions even when the conversations are going well; you should focus on cultivating other champions They are often friendly and nice, but can sometimes suprise you with their piercing questions

Topics They Care About

AI in Customer Experience
He is leading Kustomer's focus on becoming an AI-native platform and frequently writes and speaks about the balance between AI-powered technology and the human touch in CX.
Serial Entrepreneurship
He co-founded and successfully exited multiple companies in the customer support space, including Assistly (acquired by Salesforce) and Kustomer (acquired by Meta).
Customer-First Philosophy
He states that being customer-first is a core value at Kustomer and that he speaks with customers every single day to understand their challenges and needs.

Media Appearances

Brad Birnbaum, CEO & Founder at Kustomer – Get To Know Your Customer. Featured in Finding Genius Podcast

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Brad Birnbaum Of Kustomer On How to Build Lasting Customer Relationships. Featured in Medium (Authority Magazine)

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Brad Birnbaum of Kustomer: AI Will Lead the Move from Seat-Based to Conversation-Based Pricing. Featured in DestinationCRM

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Work History

5-2023
Chief Executive Officer at Kustomer
2-2022 - 5-2023
VP, Kustomer at Meta
9-2015 - 2-2022
CEO & Founder at Kustomer
8-2014 - 8-2015
CTO at Airtime
9-2011 - 7-2014
VP, Engineering at Salesforce.com

Education

1994 - 1996
BS from Stony Brook University
1992 - 1994
Computer Science from Brandeis University

More Information

Social Presence :

Prographics :

Exp : 30 Location : New York City Metropolitan Area, United States Job Level : Leadership Designation : Chief Executive Officer at Kustomer
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Insights For Selling To Brad

During A Call Or A Meeting

DO's

  • Use phrases like ‘clear proof that’, ‘data shows’ etc.
  • Be prepared for a lot of questions, answer them objectively
  • Focus on immediate action-items rather than the larger goals

DONT's

  • Don’t overhype the product/pitch, keep it measured
  • Avoid phrases like ‘trust me’, ‘you will just love it’ etc.
  • Don't ask them to move fast, let them take their time and digest all the information

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Brad is

  • Clear proof of product value matters to them, followed by others' testimonials and rapport.
  • Will you ever get a clear answer from Brad

  • They are likely to give you a clear answer without taking you around in circles. However, if you share a good relationship, they might not be so forthcoming.

Insights For Deal Planning

    How fast (or slow) will Brad move?

  • They like to perform full analysis and can take time to make any decision.
  • Can Brad take some risk or not?

  • They weigh all decisions systematically and are unlikely to take many risks.

You And Brad

Personality Compatibility


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