Founding CX Lead

About the role

A high-growth artificial intelligence startup, focused on reimagining performance marketing, is seeking a Founding CX Lead. This individual will be the first dedicated customer-facing hire, working directly with the founding team to become a trusted advisor to high-growth consumer brands on their advertising strategy. This is a high-agency, high-impact individual contributor role with a clear path to team leadership as the company scales. The role involves managing customer accounts end-to-end, including weekly calls, collateral building, and presenting performance insights to C-suite executives. The successful candidate will serve as a trusted advisor on advertising strategy, translating the actions and rationale of the company's AI agents, and feeding customer business context back into the system. Responsibilities also include analysing advertising performance data, conducting account audits, and delivering compelling narratives that transform complex metrics into executive-ready stories. The role requires a hands-on approach, including making manual changes within advertising accounts when necessary. The individual will also contribute to building out the entire customer success function over time, shaping processes, playbooks, and eventually hiring and leading a team. Candidates should possess 3-6 years of experience in performance marketing or customer-facing/consulting roles.