Head of GTMCustomer Experience

tl;dr: Were 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 lets talk.

About You

Youre 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. Youre 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. Youre comfortable figuring things out on the fly and youre 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 samebut with TRs global reach we now have superpowers to bring Additive to thousands of users.

Were 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 youll become the Additive product expert inside Thomson Reuters shaping how customers adopt love and expand their use of our platform.

Youll 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 whats 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 youre 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 whats going on

• Collaborative spirit you build trust quickly with sales CSMs engineering and product teams

• High horsepower and grit youre 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)

you want to go the extra mile: Record a short video (23 minutes) telling us a bit about yourself what youre looking for why this role caught your eye.

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 for support.

Required Experience:

Director