Founding CX Lead (San Francisco

We're a San Francisco-based startup, backed by leading San Francisco investors like Next View Ventures, Precursor Ventures and Alumni Ventures. We have customers all over the world, from high-growth startups to large US public companies, and we're growing fast with record product engagement. Our founders have been writing prompts since before ChatGPT dropped, and bring a Cambridge ML background and 14+ years of GTM leadership.

We have built Taylor - an AI teammate that builds and runs the systems for high-performing sales teams. Running a high-performing sales team is one of the hardest operational problems in business, and when the systems around the team can't keep up, the whole company feels it. Taylor steps into a sales team's workflows and runs the work that good teams need but rarely get done well: pre-meeting prep, call reviews, pipeline hygiene, post-call follow-ups, coaching, and the operational threads that hold a sales org together.

This is all built by our small AI-native team that punches well above its weight. We use the best tools available, we move fast, and we care deeply about innovating on AI-driven experiences for both our customers and us as a team.

We're hiring a Founding CX Lead to own the customer experience s is the first dedicated CX hire and you'll build the function from where we are today.

Stage:
Customer experience at Grw is currently led by the founders — onboarding, trainings, proactive engagement, triaging and fixing issues alongside our engineers, and continually feeding context back to the product team. As we grow, this needs a dedicated owner who can build it into a function that scales. You take what's working today, structure it, layer in the analytics and programs that let us serve customers properly at scale, and make customer experience a strength of how we operate.

This is not a traditional CSM role. We don't have named accounts or QBRs. Our motion is sales-assisted PLG with SMB ACVs, our product is technical, and our customers want a team that's responsive and product-fluent. You'll work directly with founders, engineers, and our AE - making sure customers are activated, getting value, and shipping their feedback into the product.

Owning customer experience end-to-end from paid customer onwards - activation, adoption, retention, the full lifecycle

Building out the analytics layer that tells you who's at risk, who's activated, who's missing features - so you know where to spend your time

Triaging incoming customer issues - bugs route cleanly to engineers (or you fix simpler ones yourself with AI software agents), everything else you handle or systematize

Owning customer comms during issues - engineers fix the technical problem, you own the experience around it

Proactively engaging customers - kickoffs, training sessions, activation calls, ongoing check-ins, and outreach when customers haven't yet adopted features they'd benefit from

Building scalable adoption programs - onboarding, feature communication, knowledge base, in-product education

Synthesizing customer signal into clear product input that ships

Spotting expansion signals across the customer base and handing them to our AE

The gold standard: "I noticed customers weren't using a feature we'd shipped, talked to five of them, figured out why, and worked with engineering to fix it - then made sure every other customer knew about it." That's the instinct we're hiring for.

Strong CX or CS background at a B2B SaaS company - ideally SMB or PLG, not enterprise

Comfortable serving many customers through programs and automation, not one-to-one account management

Experience translating customer signal into product priorities that actually ship

An eye for systems - you'd rather build the playbook than work the same ticket twice

Strong on calls and async - kickoffs, trainings, support, and live troubleshooting are part of the job; so is most customer interaction happening over Slack and email

Product and technical mindset:

AI-forward in a serious way. You'd jump at the chance to fix simpler bugs yourself with AI software agents rather than waiting on an engineer, and…