Strategic Customer Success Manager - USA - Smartcat
Boston, MA
About the Job
About Smartcat
Smartcat is on a mission to become the wall-to-wall Language AI platform, addressing the diverse needs in multilingual content for various user personas within global enterprises.
Smartcat is uniquely positioned within the $100+ billion multilingual content 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. Using highly qualified internal resources to translate or create multilingual content (insourcing) solves the quality problem for enterprises, but if done manually, it can't solve for scalability, high cost, and slow turnaround.
Smartcat changes the ROI equation in favor of insourcing with its Language AI platform for enterprise end-users. It delivers high-quality, instantaneous AI translations or generates new content in any language by tapping into a customer-specific multilingual content library. The AI output is further refined through human editing by the client's internal reviewers or experts from the Smartcat's embedded global marketplace of linguists and content editors. This AI output continuously improves through the editing feedback loop, ensuring consistent and customer-tailored results.
More than 1,000 global companies including ~20% of the Fortune 1,000 trust Smartcat to communicate their innovations and ideas all over the world.
As a dynamic Series C company, Smartcat is growing at 130% YoY, thanks to the high and quick ROI it delivers to global enterprises. It's well-funded by notable VCs, and is capital efficient, offering a unique blend of hyper-growth potential with downside protection and the capacity for long-term planning and strategy.
Mission
Smartcat develops collaboration software that allows a multi-sided marketplace of brands, agencies, and freelance linguists to translate content together. Supported by our integrated payment and translation automation engines, our suite becomes the central hub for localization work. Your mission is to own a portfolio of 15-20 Strategic Accounts, driving utilization, adoption, and expansion across the enterprise.
Outcomes
- 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
- You will 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. We are building a market network for the global industry, engaging several sides of the marketplace, and running several products combined in the all-in-one platform offering
- 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: we can only succeed with happy, healthy customers
- 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. Knowledge of other languages is a plus
- 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 joining Smartcat might be your best move so far
- Fully remote team
We are a global team of 200+ enthusiastic people spread across 30+ countries. We have been fully remote since 2020, with some locations populated with more Smartcaters than others, such as Boston, NYC, SF, the Bay Area, London, and Lisbon. - Innovating a $100 Billion industry
Smartcat's innovative approach towards multilingual content, taps into a $100B industry. Our platform enables enterprise end users to stop using traditional outsourcing methods, and start enjoying an easy-to-use, AI-powered SaaS, that delivers immediate high-quality results, at a fraction of the cost. - High impact role enabling innovation and inclusion in organizations
You will enjoy building with us. You will drive changes in how an old-fashioned global language industry operates while improving how hundreds of thousands of people work and millions of people exchange knowledge and ideas worldwide. - Join the rocketship to scale-up 10x and beyond together
We are looking for someone to become an integral part of 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. Our journey isn't for the faint of heart. We are growing at 130% YoY, thanks to our strong product-market fit and high-performing team, and plan to accelerate from here. - Smartcat Culture: Where Diversity Meets High Performance
At Smartcat, we are committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective, while maintaining a strong focus on results and clear, honest and direct communication. We believe in welcoming everyone and fostering an inclusive environment where team members can be their authentic selves at work. Our commitment to diversity and inclusion is steadfast, and we stand firmly against discrimination and harassment.
