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Founding CX Lead (San Francisco)

About Grw

We're a San Francisco-based startup, backed by leading San Francisco investors like NextView 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.

The Role

We're hiring a Founding CX Lead to own the customer experience at Grw. This 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.

What You'll Be Doing

• 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

What We're Looking For

• 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.

• CX depth:

  • 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 you've used these tools enough to have real opinions about which ones earn their keep
  • Technically literate enough to investigate issues in the product yourself - bug, question, or feature request, you can tell which
  • Comfortable setting up analytics and dashboards yourself - SQL, product analytics tools, attribution. You don't wait on engineering for instrumentation
  • Comfortable in technical conversations with engineers without translation

• The person:

  • High agency and proactive - you don't wait to be told what matters
  • Builder personality - you'd rather build a system than work tickets one at a time
  • Energy that customers respond to - warm without being over the top, direct without being cold, and people genuinely like working with you
  • Genuine care for customers - you'd rather solve the problem properly than close the ticket
  • Experience in early-stage startups or fast-moving environments

What You Won't Be Doing

• Carrying a sales quota or owning expansion deals - those are handled by our AE
• Running QBRs or managing named accounts - our motion is SMB and our work is programmatic, not one-to-one
• Waiting on engineers for everything technical - they own most fixes, but you're hands-on with simpler ones and own the customer experience around all of it

What You Get

• Competitive salary - commensurate with experience
• Meaningful equity - significant founding-employee equity package
• Comprehensive healthcare benefits - health and dental coverage
• Real ownership - you'll own customer experience end-to-end, including how the function gets built
• Cutting-edge tools - no limits on what you use; we stay at the frontier
• A team operating at a high standard - small, experienced, and genuinely good at this
• Competing with foundation labs - our product ambition is serious

Location

San Francisco, in-office by default with some remote flexibility.

Expect around two trips annually - typically one to New Zealand and one to our annual offsite.

If this sounds like your kind of challenge, we'd love to hear from you.

How to apply

Please send your CV and a short video of why you believe you’d be fantastic for this role to alistair@grw.ai