If you decide to join Andrew Bothwell’s team at Kustomer, you’re guaranteed one thing: “You won’t just be a cog in the machine.” (We almost wrote ‘kog’ because we’re the Kustomer Krew, but held back.)
According to the Chief Sales Officer, everyone on his team gets the chance to work on projects with meaningful impact. They play a key role in driving the successful adoption of the company’s customer relationship management platform, which offers Agentic AI, omni-channel messaging, a unified customer view and AI-powered automations.
As Bothwell’s team members help the business reach its goals, they’re encouraged to contribute their expertise while growing professionally in the process. Whether they’re engaged in a brainstorming session or discussing their career goals, each of them is empowered to thrive — and help the company do the same.
“Ultimately, my goal is to build a high-performing team that is successful in achieving its objectives and where individuals feel valued, challenged and inspired to do their best work,” Bothwell said. “I want us to be known for our innovative solutions, our collaborative spirit and our unwavering commitment to excellence.”
Guided by the notion that “culture starts at the top,” he strives to embody the values that he instills in his team members, inspiring each of them to succeed in their own way.
“My actions and behaviors set the tone,” Bothwell said.
Below, Bothwell shares more about his empowering leadership vision, his multifaceted approach to building culture and how he finds opportunities for his team members to stretch their skills.
About Kustomer
Kustomer aims to help organizations deliver faster, richer experiences to their customers. The company’s platform enables teams to instantly resolve customer issues with AI-powered conversations, triage, route and support agents, track organizational performance and more.
What’s your vision for leading your team?
My vision for leading my team centers a culture of empowerment, innovation and collaborative growth. The most successful teams are built on a foundation of trust and mutual respect, where each member feels ownership of their work and is encouraged to contribute their unique perspectives. Here’s a breakdown of that vision:
Empowerment: I aim to create an environment where team members are given the autonomy and resources to excel. This means clearly defining responsibilities, providing the necessary tools and support, and trusting individuals to make informed decisions. I see my role as a facilitator, removing roadblocks and championing their initiatives.
Innovation: The tech landscape is constantly evolving, and to stay ahead, we must embrace a mindset of continuous learning and experimentation. I want to cultivate a team where curiosity is encouraged, new ideas are explored without fear of failure, and we always look for better ways to solve problems and create value.
“The tech landscape is constantly evolving, and to stay ahead, we must embrace a mindset of continuous learning and experimentation.”
Collaborative Growth: We achieve more as a cohesive unit. My vision involves fostering strong communication and collaboration across the team, where knowledge is shared openly and diverse skills are leveraged to achieve common goals. I am also committed to the professional development of each team member, providing opportunities for learning, mentorship and growth within the company.
Ultimately, my goal is to build a high-performing team that is successful in achieving its objectives and where individuals feel valued, challenged and inspired to do their best work. I want us to be known for our innovative solutions, our collaborative spirit and our unwavering commitment to excellence.
How do you build team culture?
My approach to building team culture is multifaceted and ongoing. It’s not a one-time initiative but rather a continuous effort woven into how we operate:
Leading by Example: Culture starts at the top. I actively embody the values I want the team to embrace, whether that’s open communication, a growth mindset or a focus on user needs. My actions and behaviors set the tone.
Fostering Open and Transparent Communication: Creating channels for honest and frequent communication is key. This includes regular team meetings with opportunities for everyone to contribute, open forums for questions and feedback and clear articulation of goals and progress. Transparency builds trust and ensures everyone feels informed.
Encouraging Collaboration and Connection: I actively promote teamwork and cross-functional collaboration. This involves shared projects, brainstorming sessions and even informal social gatherings to build rapport and strengthen relationships beyond work tasks.
Recognizing and Celebrating Achievements: Acknowledging both individual and team accomplishments, big or small, is vital for morale and reinforcing positive behaviors. This takes various forms, from verbal praise to more formal recognition programs.
Creating Opportunities for Learning and Growth: A culture of continuous learning keeps the team engaged and adaptable. I champion opportunities for professional development, knowledge-sharing and even learning from mistakes in a supportive environment.
Actively Seeking and Valuing Diverse Perspectives: Different backgrounds and viewpoints enrich problem-solving and innovation. I actively solicit input from all team members and create an inclusive environment where everyone feels their voice is heard and valued.
Defining and Reinforcing Core Values: Clearly articulating the team’s core values provides a shared understanding of what’s important and guides decision-making. These values are more than just words on a wall; they are actively lived and reinforced in our daily interactions.
Bothwell's Team Culture in Action
- “Dynamic and Engaging Meetings: Team meetings aren’t just status updates; they’re collaborative discussions where ideas are debated constructively and solutions are co-created.”
- “A Shared Sense of Purpose: Everyone understands how their individual contributions connect to the larger team and company goals, fostering a feeling of collective ownership.”
- “Proactive Problem-Solving: Team members feel empowered to identify and address challenges proactively rather than wait for top-down direction.”
- “Open and Honest Feedback: Giving and receiving feedback is a regular and comfortable part of our interactions, seen as an opportunity for growth.”
- “Strong Camaraderie and Support: Team members help each other out, celebrate successes together and offer support during challenging times. Everyone has a genuine sense of belonging.”
- “A Culture of Experimentation: We are not afraid to try new things and learn from both successes and failures. ‘Fail fast, learn faster’ is a guiding principle.”
How do you help your team members grow professionally? What tools and support do you offer to allow them to stretch their skills?
Helping my team grow their careers is a significant priority for me. Investing in their development benefits them individually and strengthens the team's overall capabilities and long-term success. Here’s how I approach it:
Individualized Development Plans: I work with each of my leaders to develop a plan for team members to create personalized development plans that align with their career aspirations and the team’s needs. This involves understanding their goals, identifying areas for growth and outlining specific steps and timelines.
Regular Check-ins and Feedback: Consistent one-on-one meetings provide a platform for open discussions about career goals, progress and challenges. I offer constructive feedback, both positive and developmental, to help them identify strengths and areas for improvement.
Identifying Growth Opportunities: I actively look for opportunities within and outside the team that can help individuals stretch their skills and gain new experiences. This could include leading specific projects, taking on new responsibilities or participating in cross-functional initiatives.
Mentorship and Coaching: I act as a mentor and coach, sharing my own experiences and insights to guide their career journeys. I would also connect them with other mentors within the company or industry who can offer different perspectives and expertise.
Advocating for Their Advancement: When opportunities for promotion or advancement are available, I actively advocate for team members who have demonstrated the skills and potential to take on greater challenges.
Bothwell’s Tools and Support For Growth
- “Dedicated Learning Resources: I ensure access to online learning platforms, like Luster, Workramp and LinkedIn Learning, industry-specific training programs, and relevant books and articles. I also encourage participation in conferences and workshops.”
- “Internal Knowledge-Sharing: I foster a culture of internal knowledge-sharing through team presentations, workshops led by team members with specific expertise and documentation of best practices.”
- “Cross-Functional Projects: I actively seek opportunities for team members to collaborate on projects with other teams. This allows them to learn new skills, understand different perspectives and build a broader network within the company.”
- “Stretch Assignments: I strategically assign tasks and projects that are slightly outside of their current comfort zone but within their potential. These stretch assignments provide valuable hands-on learning and build confidence.”
- “Mentorship Opportunities (Both Ways): I encourage senior team members to mentor early-career colleagues, which supports their growth and also develops the mentors’ leadership and coaching skills.”
What is the employee value proposition for those thinking about joining your company? What impact does working there have on someone’s career?
You’re joining a dynamic, innovative, and people-first environment where you’ll have the opportunity to make a significant impact, grow your skills rapidly and shape the future of CX. Here are the key pillars of our sales team:
Impactful Work: You won’t just be a cog in the machine. You’ll work on meaningful projects that directly contribute. Your ideas will be valued, and you’ll have the autonomy to see your contributions come to life.
Rapid Growth and Development: We are deeply invested in our employees’ growth. You’ll have access to continuous learning opportunities, mentorship and challenging stretch assignments designed to accelerate your professional development. We actively support career progression within the company.
Collaborative and Inclusive Culture: We foster a culture of trust, respect and open communication. You’ll be part of a supportive team where diverse perspectives are valued and collaboration is key to our success. We believe in working together to achieve great things.
“You’ll be part of a supportive team where diverse perspectives are valued and collaboration is key to our success.”
Innovation and Cutting-Edge Technology: You’ll be at the forefront of CX and AI. We encourage experimentation, embrace new ideas, and provide the resources to work with the latest tools and technologies.
Work-Life Integration: While we are passionate about our work, we also understand the importance of a healthy work-life balance. We strive to create a flexible and supportive environment that allows you to thrive both professionally and personally.
Competitive Compensation and Benefits: We offer a comprehensive package that includes competitive salaries, comprehensive health benefits and other perks designed to support your well-being and financial security.
What are you most excited about accomplishing with your team in the next year?
We’re bringing to market an entirely AI-powered customer experience platform that will fundamentally enhance how companies interact with their customers and bring that to CX teams everywhere. This isn’t just about adding a trendy AI layer; it’s about solving a core pain point — the complexity and time investment often required for CX representatives and leaders to provide exceptional experiences. The potential to revolutionize CX with this AI-driven capability is incredibly energizing for the entire team.
