Founding CX Lead ($120k-$180k + Equity) at Grw AI

About the Role

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.

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.

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.

The Ideal Candidate

• 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.

Compensation

Salary: $120k–$180k + Equity (up to 1.0%).

Location

San Francisco, USA