Head of Customer Experience

Additive AI • San Francisco, CA

101d

About The Position

We're hiring our first Customer Success Manager to help accounting firms make full use of our AI-powered document extraction platform. If you love building relationships, driving adoption, and making customers successful, let’s talk. Additive was acquired by Thomson Reuters in September 2025. Our mission and team remain the same—but with TR’s global reach, we now have superpowers to bring Additive to thousands of users. We’re looking for an exceptionally driven operator who thrives at the intersection of sales enablement, customer success, and product insight. This is a high-impact, hands-on role where you’ll become the Additive product expert inside Thomson Reuters, shaping how customers adopt, love, and expand their use of our platform.

Requirements

• Customer-first mindset — you thrive on making users successful, and you’re energized by solving problems in real time
• Excellent communication skills — comfortable leading demos, fielding tough questions, and simplifying complex product concepts
• Analytical and detail-oriented — able to spot patterns in customer issues, prioritize what matters most, and follow through
• Technical curiosity — not afraid to dig into Excel files, data flows, or product logs to understand what’s going on
• Collaborative spirit — you build trust quickly with sales, CSMs, engineering, and product teams
• High horsepower and grit — you’re sharp, scrappy, and willing to put in the work to move things forward fast

Nice To Haves

• Experience in SaaS, enterprise software, or tax/accounting technology
• Background in solutions engineering, technical support, or product management
• Familiarity with accounting workflows or tax processes

Responsibilities

• Join TR sales teams to deliver live product demos that wow prospects
• Support TR CSMs with in-depth feature walkthroughs and technical answers
• Be the go-to Additive evangelist within TR, translating our value to new audiences
• Troubleshoot user jobs, identify what’s broken, and drive resolution
• Partner closely with Engineering to prioritize fixes and keep momentum high
• Ensure every customer interaction feels supported, fast, and human
• Meet regularly with customers to understand workflows and uncover pain points
• Synthesize insights into actionable guidance for our product team
• Influence roadmap decisions with real-world feedback from the field

What This Job Offers