Case Study: Kustomer achieves unified customer-journey visibility and high-performance scalability with MongoDB

How Kustomer uses MongoDB and AWS to help fill in the gaps in the customer journey

Kustomer is a SaaS CRM founded by long‑time customer support veterans to capture the entire customer journey—conversations, transactions, and proprietary data—in one place. The company needed a platform that could integrate multiple channels, support per‑tenant flexible data models, fit a JavaScript (Node.js/React) engineering stack, and deliver high performance and scalability as usage grew.

Kustomer built a microservice architecture on AWS using MongoDB as the primary database (with Cloud Manager), Node.js/React, ECS, Elasticsearch for search, Kinesis and Lambda for event processing, and Terraform for infra automation. The result: 1–4 ms reads and sub‑millisecond writes, rapid product personalization, easier hiring of skilled engineers, 80% quarter‑over‑quarter data growth, 30+ MongoDB databases and 100+ collections, and continued plans to shard or migrate to Atlas as needs evolve.

Kustomer

Jeremy Suriel

CTO & Co-Founder