As our first CX hire, you will build the customer experience function from scratch for our AI-native sales tool, Taylor. You'll own the end-to-end lifecycle, from activation to retention, using programmatic strategies rather than traditional QBRs. By blending technical troubleshooting with product-led growth, you’ll directly influence our product roadmap and scale our global customer operations.
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Founding CX Lead at Grw AI
Grw AI is hiring its first Founding CX Lead to own the customer experience for Taylor, their AI teammate for high-performing sales teams. Forget traditional enterprise QBRs; you’ll build a programmatic, technical CX function from scratch in an AI-native environment. If you’re a technically curious builder who wants to work directly with founders in San Francisco to shape a product customers already love, this is the career-defining opportunity you’ve been looking for.
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Location
San Francisco, United States
Compensation
$120k-$180k + Equity
Company
Grw AI
Role overview
We're a San Francisco-based Kiwi 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.
What you will do
- Own the end-to-end customer lifecycle, including onboarding, activation, and retention, while building the analytics layer to identify at-risk accounts and expansion signals.
- Triage technical issues and bugs, leveraging AI software agents to resolve simpler problems independently and providing a high-touch communication experience for complex fixes.
- Collaborate directly with engineering and product teams to synthesize customer feedback into actionable product requirements that shape the future of Taylor.
Who this is a fit for
- Has a strong B2B SaaS background in CX or CS, specifically within SMB or PLG motions rather than traditional enterprise account management.
- Demonstrates high technical curiosity and proficiency, including the ability to write SQL, build dashboards, and investigate product issues without constant engineering oversight.
- Possesses a builder's mindset with the agency to create scalable systems and programs from scratch in a fast-paced, in-office San Francisco startup environment.
Why this role is remarkable
- Join as employee #8-10 with significant founding-team equity (up to 1.0%) at a pre-Series A startup experiencing record product engagement and customer love.
- Work alongside founders and Cambridge-trained engineers in an AI-native environment where you use AI tools like Cursor to fix bugs and ship features yourself.
- Build the CX playbook from zero—avoiding the "named-account trap" and enterprise QBR rituals—to create a programmatic, scalable function for high-growth customers.
How Jack & Jill work together
I get to know what you’re great at, then find roles you’d never find yourself.Ok, I'll go first. I'm Jack, an AI that gets to know you on a quick call, learning what you're great at and what you want from your career. Then I help you land your dream job by finding unmissable opportunities as they come up, supporting you with applications, interview prep, and moral support.
I recruit from Jack’s network and make the intro when I spot a great match.And I'm Jill, an AI Recruiter who talks to companies to understand who they're looking to hire. Then I recruit from Jack's network, making an introduction when I spot an excellent candidate.
Jack gets to know what you're great at and what you want next, then searches 15 million jobs daily and helps you discover roles at companies like this.
Meet Jack
What happens next?
Jack’s an AI agent for job searching and career coaching. He works for you.
Jill is the AI recruiter working for the company. She recruits from Jack’s network.
If your profile’s a match and Grw AI wants to meet, Jill will make the intro. In the meantime, Jack will send you excellent alternatives.