Head of Customer Experience / GTM

Head of GTM / Customer Experience📍 On-site | Union Square, San Francisco | 5 days onsite💼 Full-timeAbout the RoleMy client seeking a seasoned Head of GTM / Customer Experience to serve as our first hire in this function and establish a best-in-class customer experience framework. This role will oversee the end-to-end customer journey, partnering with internal stakeholders and customers to drive adoption, satisfaction, and operational excellence.Key ResponsibilitiesCollaborate with sales teams to deliver product demonstrations and support CSMs with comprehensive feature walkthroughs.Address and resolve user issues in close partnership with the Engineering team.Engage with customers to understand workflows, identify challenges, and communicate insights to the product team.Develop and implement scalable customer success processes for enterprise tax and accounting clients.Act as a company ambassador, fostering strong relationships and driving cross-functional alignment.Qualifications5+ years of experience in customer experience, GTM, or customer success roles.Proven ability to build processes and operations from the ground up (0→1).Experience managing enterprise client relationships.Experience building playbooks, tools, and processes.Excellent communication skills and ability to operate effectively in a fast-paced, high-growth environment.