Insider Brief
Kustomer raised $30M in Series B funding led by Norwest to accelerate its AI product roadmap, scale its AI-native customer service platform, and meet growing global demand.
The platform integrates real-time data, deep context, and AI-powered automation to boost agent productivity by over 30% and autonomously resolve up to 40% of customer inquiries across multiple channels.
Funds will support product innovation, international expansion, and leadership growth, including the appointment of Anna Fisher as CMO to drive global marketing and brand strategy.
PRESS RELEASE — Kustomer, the leader in AI-powered customer service, has announced a $30 million Series B funding round led by Norwest, with continued support from Battery Ventures, Redpoint Ventures, and Boldstart Ventures. This investment will accelerate Kustomer’s AI product roadmap and platform development, allowing the company to scale as it meets rapidly growing demand.
The entire customer experience stack has shifted. Customer expectations are high, engagement is digital-first, and AI is transforming how brands interact with their audiences. Kustomer meets the moment with the most intelligent and complete CX platform. Legacy helpdesks were built to manage tickets, not deliver seamless experiences, and they’re struggling to manage complexity across channels and offer personalization. Newer AI-first vendors offer polished chat interfaces but lack access to customer data, depth in functionality, and orchestration needed to handle complex service operations.
“Delivering an incredible customer experience across every channel has never been more important,” said Brad Birnbaum, CEO and co-founder of Kustomer. “AI alone isn’t enough. It has to reach customers and be embedded into the daily workflows of CX teams. That’s what sets Kustomer apart. We’ve shaped our platform from the ground up to operationalize AI with real-time data and deep context, so teams can delight customers and drive real outcomes. With Norwest’s partnership, we’re doubling down on our AI-native platform and scaling to meet global enterprise demand.”
Kustomer’s platform is centered around the core building blocks that orchestrate AI agents: real-time data, deep context, and decision-ready infrastructure. This results in a platform that’s not just a system of record, but a system of action. The company has already launched two AI-native products in the past year: AI Agents for Reps and AI Agents for Customers. AI Agents for Reps are intelligent copilots that draft responses, surface relevant data, and eliminate manual busywork, making agents over 30% more productive. AI Agents for Customers resolve up to 40% of inquiries across channels like chat, email, voice, and WhatsApp. These agents are deeply embedded in the platform, working together over a shared unified timeline, executing within live workflows, and improving with every interaction as a part of every support team. Connected to backend systems such as ERPs and CRMs, they can update records, issue refunds, trigger actions, and complete entire workflows without human intervention. Kustomer is already seeing major growth with these new products.
“Offering a great agentic customer support experience is not just a tooling problem — it’s an infrastructure problem,” said Scott Beechuk, Partner at Norwest. “Kustomer has built the right foundation for this new era of CX: a native system of action with built-in AI workflows, deep context memory, and enterprise-grade scalability. We believe Kustomer is poised to become the infrastructure layer for intelligent, orchestrated support at scale.” Beechuk has joined Kustomer’s board of directors as part of Norwest’s investment.
This new capital will expand and accelerate Kustomer’s AI roadmap and help more brands modernize their support operations with confidence. In addition to improving the core platform’s capabilities, the company is continuing to enhance its tools for transparency, accountability, and creating flexible, personalized experiences to brand standards. Kustomer is also expanding its presence in international markets through localized support, regional GTM teams, and tailored solutions that address the unique needs of global customers.
In addition to investing in product innovation and market expansion, Kustomer has strengthened its executive leadership team with the appointment of Anna Fisher as Chief Marketing Officer. Fisher brings deep experience leading marketing teams at some of the most respected names in SaaS, including Salesforce, Spiff, and ZoomInfo. At Salesforce, she oversaw marketing for key cloud businesses and led the launch of new strategic offerings. She joined Salesforce through its acquisition of Spiff, where she scaled marketing through multiple stages of growth. Earlier in her career, she played a key role in ZoomInfo’s rapid expansion and successful IPO. As CMO, Fisher will lead Kustomer’s global marketing strategy and brand expansion, accelerating Kustomer’s mission to bring AI-native CX to more enterprises around the world.
About Kustomer
Kustomer is the first AI-native customer service platform, designed to revolutionize how businesses deliver customer experiences. Combining AI-powered automation, human expertise, and a connected CRM, Kustomer empowers organizations to provide effortless, personalized support across all channels. With integrated AI capabilities and a pay-for-what-you-use pricing model, Kustomer simplifies customer service management, making it easy to scale and optimize operations. Learn more at www.kustomer.com.
About Norwest
Norwest is a global venture and growth equity investment firm managing more than $15.5 billion in capital. Since its inception, Norwest has invested in more than 700 companies and currently partners with more than 250 companies in its venture and growth equity portfolio. The firm invests in early- to late-stage businesses across key sectors with a focus on enterprise, healthcare, and consumer. The Norwest team offers a deep network of connections, extensive operating experience, and a wide range of impactful services to help CEOs and founders scale their businesses. Norwest has offices in Menlo Park and San Francisco, Calif.; Mumbai, India; and Tel Aviv, Israel. For more information, please visit www.norwest.com.
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