Head of Customer Experience

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.

The Role

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:

1. 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

2. 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

3. 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

• 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

Bonus points if you have:

• 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 (a huge plus, but not required)

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 [email protected] for support.