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Senior Customer Success Strategist

2 months ago

Boston, Massachusetts, United States Smartcat Full time
Job OverviewAbout Smartcat

Founded in 2016, Smartcat is dedicated to empowering global enterprises in the creation and management of their multilingual content. Today, we stand as the premier language AI platform for businesses worldwide.

Our tailored language AI transforms content across various formats into multiple languages, simplifying global operations for corporate teams. Additionally, it enables users to generate new content by accessing a multilingual enterprise library.

Over 1,000 global organizations, including 25% of the Fortune 500, rely on Smartcat to share their innovations and ideas globally.

Our vision is to create a world where access to innovations and ideas is equitable.

Supported by notable investors such as Matrix Partners and FJ Labs, Smartcat continues to thrive, experiencing a remarkable 150% year-over-year growth, even amidst economic challenges. We offer a unique blend of rapid growth potential with long-term strategic planning.

Mission

At Smartcat, we develop collaborative software that facilitates a multi-faceted marketplace for brands, agencies, and freelance linguists to work together on content translation. Your role will involve managing a portfolio of 15-20 Strategic Accounts, focusing on driving utilization, adoption, and expansion within the enterprise.

Key Responsibilities
  • Achieve quarterly goals related to software usage from your assigned customer portfolio, contributing to team objectives that typically aim for an average of 40% quarter-over-quarter utilization growth.
  • Manage 15-20 Strategic Accounts, each generating over $1 billion in revenue.
  • Enhance engagement with newly onboarded users through regular meetings, quarterly business reviews, and educational sessions, guiding them towards success and fostering expansion and retention.
  • Utilize your analytical skills and communication abilities to identify and address our customers' most significant challenges.
  • Explore additional growth opportunities within existing accounts, identifying new use cases and collaborating with Strategic Sales to drive portfolio expansion.
  • Work closely with Solutions Architects, Marketplace Delivery Team, and Strategic Sales to facilitate exceptional onboarding and support, enhancing portfolio growth.
  • Establish strategic alignment with your accounts, demonstrating business value and ROI to accelerate growth across teams and business units.
Qualifications
  • Minimum of 5 years in customer success or account management within a B2B SaaS environment or a well-established translation technology firm.
  • At least 3 years of experience in project or program management.
  • Deep understanding of the Smartcat product vision and platform capabilities.
  • Strong analytical skills to demonstrate value to customers effectively.
  • A high level of intellectual curiosity and a proactive approach to learning.
  • Consultative mindset, adept at navigating client complexities across various industries.
  • Integrity, commitment, and a strong sense of ownership.
  • Passion for customer success and satisfaction.
  • Drive for success and a growth-oriented mindset.
  • Openness to feedback and diverse perspectives.
  • Excellent communication skills in English, both written and spoken; knowledge of additional languages is advantageous.
  • Ability to thrive in a fast-paced, cross-functional startup environment.
  • Strong commitment to data-driven decision-making.
  • Comfortable collaborating with remote teams across different time zones.
  • Adaptable personality with a high tolerance for cultural diversity.
Why Join Smartcat?
  • Fully Remote Team
    We are a diverse team of over 200 passionate individuals located across more than 30 countries, having embraced a fully remote work model since 2020.
  • Innovating a $50 Billion Industry
    Smartcat's groundbreaking business model addresses the $50B language translation market, offering an AI-powered SaaS solution that provides high-quality results at a fraction of traditional costs.
  • Impactful Role in Driving Innovation
    Be part of a transformative journey in the global language industry, enhancing how organizations operate and facilitating knowledge exchange worldwide.
  • Join Us in Our Growth Journey
    We are seeking individuals to play a vital role in our transition from a post-Series C startup to a company exceeding $100M in ARR and a valuation of $1B.
  • Smartcat Culture: Embracing Diversity and Performance
    We prioritize a culture of respect and appreciation for diverse backgrounds while maintaining a strong focus on results and open communication. Our commitment to diversity and inclusion is unwavering.