Kustomer appoints Douglas Hanna as its first President and COO
Kustomer, the AI-powered customer service platform, has named Douglas Hanna its first President and Chief Operating Officer. The move adds an experienced operator to the leadership bench; Hanna has held senior roles at Zendesk and Grafana Labs and brings a practical, scale-minded approach to building teams and systems.
What Hanna brings to the role
Hanna has a track record of growing companies without losing sight of the customer. His remit is broad, and his management style is built around clarity, execution, and outcomes—well suited to a company focused on service quality. CEO Brad Birnabum welcomed the appointment, pointing to Hanna’s deep commitment to better customer experiences and his ability to turn that commitment into day-to-day results.
Driving the next phase of customer service
As President and COO, Hanna will oversee all customer-facing functions: marketing, sales, partnerships, customer success, and support. At Grafana Labs, he helped guide the company from its earliest stage to a large-scale organization, expanding the team while maintaining performance standards. That experience positions him to help Kustomer sharpen its operations and continue its upward trajectory.
A focus on customer experience, powered by AI
Hanna has shared a clear perspective on where Kustomer is headed. He sees the company as a leader in rethinking customer service, and he plans to put Kustomer’s AI-driven approach to work to make every interaction faster, smarter, and more personal. The goal is straightforward: set a higher bar for what service feels like, using technology thoughtfully to help the people doing the work.
What Kustomer’s platform does
Kustomer is a conversational CRM built to perfect the customer experience. Its tools—AI, automation, and a real-time view of the customer—help businesses bring data together from multiple sources and act on it. The result is practical: faster resolutions, less repetition, and service that adapts to the person and the channel.
Looking ahead
With Douglas Hanna stepping in as COO and President, Kustomer aims to deepen its focus on meaningful, high-quality customer interactions. The company will keep innovating on the product, strengthen how teams work across marketing and sales through to support, and deliver steady value to clients and partners. One reader, one note: every interaction should feel tailored—because it is.
Frequently Asked Questions
Who is Douglas Hanna?
Douglas Hanna is Kustomer’s newly appointed President and Chief Operating Officer, and the first to hold both titles at the company. He previously served in executive roles at Zendesk and Grafana Labs.
What will Hanna oversee in his new role?
He will lead all customer-facing operations at Kustomer, including marketing, sales, partnerships, customer success, and support.
Why is this appointment important for Kustomer?
Hanna has experience scaling organizations while keeping performance and customer outcomes front and center. That background aligns with Kustomer’s goals and is expected to support the company’s growth and execution.
What is Kustomer known for?
Kustomer is recognized for its AI-powered, conversational CRM platform that helps companies unify data from different sources and deliver more personal service across channels.
How will AI factor into Kustomer’s direction under Hanna?
Hanna plans to leverage Kustomer’s AI and automation to make service interactions more efficient and tailored, reinforcing the company’s focus on setting a higher standard for customer experience.
