Strategic Customer Success Manager

4 days ago

Boston, Massachusetts, United States Smartcat Full time
About Smartcat

Smartcat is a pioneering company in the language translation industry, aiming to revolutionize the way global enterprises communicate with their audiences. With a mission to become the go-to Language AI platform, Smartcat is addressing the complex needs of multilingual content creation for various user personas within global enterprises.

The company is uniquely positioned in the $50 billion language translation industry, which is currently served by tens of thousands of agencies. This results in a highly fragmented and inefficient supply chain, high costs, unacceptable turnaround times, and quality issues. Smartcat's innovative approach leverages AI-powered technology to deliver high-quality, instantaneous translations or generate new content in any language, tapping into a customer-specific multilingual content library.

Job Description

As a dynamic Series C company, Smartcat is growing at 130% YoY, thanks to the high and quick ROI it delivers to global enterprises. We are looking for a highly skilled Strategic Customer Success Manager to join our team and play a crucial role in the most exciting part of our journey: transitioning from a post-Series C startup to a company exceeding $100M in ARR and $1B in valuation.

The ideal candidate will have a strong background in customer success or account management within a B2B SaaS workflow or collaboration tool company, or in a well-established translation-tech company. They will be responsible for owning a portfolio of 15-20 Strategic Accounts, driving utilization, adoption, and expansion across the enterprise.

Key Responsibilities
  • Reach quarterly objectives (software consumption) from a portfolio of assigned customers and help achieve quarterly team objectives, that may vary and on average equal to 40% QoQ utilization growth
  • Oversee 15-20 Strategic Accounts, each with over $1 billion in revenue
  • Accelerate engagement with newly registered users, through onboarding, regular customer meetings, QBRs, lunch & learns, etc., showing them the best path to success, and thus driving faster expansion and increased logo retention
  • Leverage your intellectual curiosity and communication skills to understand our customers' most pressing challenges and how we can help solve them
  • Uncover additional growth and expansion opportunities within existing accounts, searching for additional use cases and users, collaborating with Strategic Sales to drive expansion in your portfolio
  • Partner with Solutions Architects, Marketplace Delivery Team, and Strategic Sales to enable and accelerate the growth of your portfolio through exceptional onboarding and support
  • Generate strategic alignment with your portfolio and build business value ROI to accelerate growth to adjacent teams and business units becoming the single solution for all of their multilingual content creation needs
Requirements
  • 5+ years in customer success or account management within a B2B SaaS workflow or collaboration tool company, or in a well-established translation-tech company
  • 3+ years of project/program management background
  • Ability to understand the Smartcat product vision and platform functionality in depth
  • Strong data analysis skills coupled with the ability to uncover and demonstrate value to customers
  • High level of intellectual curiosity, a passion for learning, and a builder mentality
  • Consultative and able to navigate the complexities and needs of clients across industries, size and life cycles
  • Integrity, full commitment, and a strong sense of ownership
  • Fanaticism for customer success and satisfaction
  • Eagerness for success and an aggressive mindset towards growth
  • Openness to feedback and alternative opinions and ideas
  • Excellent communication skills and fluency in English, both written and spoken, to interact with colleagues, customers, and partners
  • Readiness to work in a highly intense cross-functional startup environment, requiring extreme focus, a sense of urgency, and persistence to breakthrough
  • Exceptional commitment to evidence- and data-informed decision-making
  • Comfortable working with remote teams across time zones
  • Easy going personality, high tolerance to cultural differences
Why Join Smartcat?
  • Fully remote team
  • Innovating a $50 Billion industry
  • High impact role enabling innovation and inclusion in organizations
  • Join the rocketship to scale-up 10x and beyond together
  • Smartcat Culture: Where Diversity Meets High Performance

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