Founding Customer Experience

Customer Experience / Founding Hire — LondonOur ClientA 3-person, pre-seed AI startup building an AI-native revenue workspace designed for salespeople, rather than another sales tool built primarily for management. Founded in 2025, they've raised >£425k+, backed by a specialist early-stage fund alongside angels from Shopify, Nike, UiPath and Apple. The product has already been validated with sellers and sales teams at UiPath, Databricks, Dell and Snowflake, with a Snowflake Accelerator partnership being formalised. They're targeting £300-500k ARR by early 2027, before pushing beyond £1m ARR and raising their seed round.What You'll Get£50k base with OTE up to ~£70k, plus equity (exact allocation TBC). You'll join at genuine ground-floor stage, reporting directly to the founder and owning the customer function from scratch. This isn't inheriting an existing playbook, you'll build the activation, retention and voice-of-customer engine that this company's growth story depends on, with real scope to grow as the company does.What You'll DoYour mandate is simple but ambitious: own the path from download to daily use, and make sure it sticks. You'll drive activation, getting every customer — enterprise or self-serve — from first install to genuine daily use as fast as possible, then own retention and expansion, growing the behaviours that make the product sticky and turning individual users into account-level champions. You'll be the voice of the customer, translating real usage into prioritised product signal for the founder and engineering team, and you'll partner with the commercial lead to spot which self-serve accounts are turning into enterprise pipeline. On the enterprise side, you'll run the white-glove onboarding and adoption reviews that keep the accounts that matter most healthy and growing.What You'll NeedYou'll be product-minded and customer-obsessed, with enough technical fluency to translate credibly between engineers and customers. Comfortable owning ambiguity and building the function, not inheriting a playbook — equally at home in a high-stakes enterprise rollout and in the unglamorous detail of why a customer didn't reach daily use. You're a clear communicator who can turn messy customer reality into sharp signal, driven to prove what you can build and motivated by ownership and outcomes over title.