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Additive | Part of Thomson Reuters · 3 months ago

Head of GTM/Customer Experience

San Francisco, California

Full-time

Onsite

Director/Executive

AdditiveAI is seeking its first Customer Success Manager to enhance the customer experience of its AI-powered document extraction platform. This role involves building relationships with customers, driving product adoption, and providing insights to improve the platform based on user feedback.

Artificial Intelligence (AI)Information TechnologySoftware

H1B Sponsor Likely

Responsibilities

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

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

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

Qualification

Customer successAnalytical skillsCommunicationTechnical curiositySaaS experienceSolutions engineeringTechnical supportProduct managementCollaborative spiritHigh horsepowerAccounting workflowsTax processes

Required

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

Preferred

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)

Company

Additive | Part of Thomson Reuters

Additive builds tools that help tax professionals with their most repetitive tasks, so that they can focus on creating value for their clients.

Founded in 2023

San Francisco, California, USA

11-50 employees

https://www.additive.ai

H1B Sponsorship

Additive | Part of Thomson Reuters has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)

2024 (3)