Enterprise Customer Success Manager

Smartcat is the operating system for the global translation industry. Our team believes that the world is becoming ever-more connected and interdependent. The borders that have prevented people from trading, working together, and exchanging knowledge and innovative ideas have eroded over time. This is the future that we want to live in. Our mission is to speed up the pace at which this happens by building the world’s best Language Delivery Platform™. We don’t believe automation will render language professionals obsolete. Instead, we place powerful software into the hands of the millions of people working to globalize their industries, plug them into our global supply network, and enable continuous delivery of multilingual content. We are well on our way, with thousands of customers and 500,000+ freelancers translating together on Smartcat.

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 help our users achieve measurable success thanks to our unique all-in-one platform and drive a 100% QoQ utilization growth of the customer portfolio under your management while maintaining a high retention rate.

Your 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 100% QoQ utilization growth
• 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
• Uncover additional growth and expansion opportunities within existing accounts, searching for additional use cases and users, collaborating with Key Account Sales to drive expansion in your portfolio of accounts

Requirements

• Proven successful experience in localization operations or account management (account management, project management, or vendor management) in the implementation of efficient and measurable processes and a good understanding of translation technologies is highly preferred
• 5 years of experience in enterprise customer success or enterprise account management within B2B SaaS or in a well-established translation company
• 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
• 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 European 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

• The ongoing rise of the content economy is causing a massive shift in the language industry. All today’s megatrends AI in the language space, gateway marketplaces in B2B, etc. — are converging at lightning speed. Smartcat’s disruptive business model taps into this $50B industry with a platform where buyers and suppliers connect, collaborate, and leverage our workflow SaaS. 
• 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. 
• While the language industry is big and fragmented enough to keep us busy building a billion-dollar company in the next few years, we are already seeing how the platform naturally expands to adjacent language and content-related verticals, expanding our TAM and making our journey even more exciting. 
• We are a global tea