Head of Customer Experience

Overview

tl;dr : 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.

About You You’re someone who loves working closely with customers and gets real satisfaction from helping them succeed. You know how to build strong relationships, solve problems quickly, and make people feel supported every step of the way. You’re excited about joining an early team where you can wear a lot of hats, take full ownership, and help shape what customer success looks like from the ground up. You’re comfortable figuring things out on the fly, and you’re just as happy jumping into a customer call as you are drafting a new onboarding playbook or sharing product feedback with the team.

About The Role 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.

You’ll Wear Three Hats

• Pre-Sales Partner – 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
• Customer Champion – 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
• Product & Customer Insights (“Mini PM”) – 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

Requirements

Bonus Points If You Have

At Additive we value diversity and are committed to an inclusive workplace. Additive is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability, protected veteran status, or any other characteristic under federal, state, or local law. If you require an accommodation during the job application process, please notify jobs@additive.ai for support.

Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job Details

Location : San Francisco, CA

Employment type : Full-time

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