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Brad Birnbaum

Founder & CEOKustomer

New York, NY

Member Since September 2023


Cloud Computing
Enterprise Software


Brad is an innovator and a trailblazer in creating disruptive enterprise technologies. He has spent more than 25 years as a C level executive and a serial entrepreneur, building companies and solutions for customer service and support. Mission driven and passionate, he believes in leading with purpose and building solutions that solve real world problems. Today, Brad leads Kustomer, a top-rated customer service software company he co-founded which was acquired by Meta in February 2022 and spun back out to operate indepentantly in May 2023. Before founding Kustomer, Brad co-founded Assistly which was acquired by Salesforce and rebranded as making it the Salesforce SaaS SMB support solution. Brad began his career by founding eShare Communications while in college. As Chief Technology Officer and Executive Vice President of Product Development at eShare Technologies, he took part in revolutionizing community chat and launching the first chat tool used for customer support. eShare was later sold to Melita International where he continued his role as CTO for the larger entity which rebranded as eShare Communications. Brad held executive roles at Divine Interventures, eAssist and Talisma all the while focusing on improving customer support for enterprise companies. Additionally, Brad led the community chat team at AOL and was CTO for Airtime. Brad contributes regularly to Forbes where he writes about trends that affect the customer service industry today. He has served as a Justice Louis Brandeis Scholar at Brandeis University and a Simon's fellow at the State University of New York at Stony Brook, where he conducted advanced organo-metallic research in chemistry. Birnbaum holds a Bachelor of Science degree in Information Systems from the State University of New York at Stony Brook.

Published content

12 ways customer video testimonials enhance  business performance 

expert panel

If you want to build better connections with your current and potential customers, here are some best practices to get started. In an uncertain business environment and tight economic conditions, customer testimonials should never be taken for granted or underutilized—especially the ones captured on video. Sharing this type of information with other current and prospective customers is one of the best ways to put any concerns to rest and build on their solid trust in what your brand has to offer in the competitive, crowded marketplace. Below, 12 experts from Fast Company Executive Board discuss how business leaders can leverage customer testimonial videos to impact continued business growth.

How removing the mental load for customers can improve the customer service experience


By alleviating the mental burden for your customers, you can not only enhance their satisfaction but also strengthen your brand's reputation and customer loyalty.

Company details


Company bio

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 powers our unified timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel. Today Kustomer is the dedicated platform for some of the most innovative customer service brands such as Feastables, Glossier, Glovo, Ring and sweetgreen. Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $174M in funding backed by leading VCs. In December 2020, Meta acquired Kustomer to join it’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels. In 2023, Kustomer spun out from Meta and charted a new path as a standalone company backed by original partners, Battery Ventures, Redpoint Ventures and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come. See why growing brands use Kustomer to build the enduring customer relationships that drive better business results at



Area of focus

customer experience
customer service

Company size

51 - 200