Vice President of Customer Experience

About Smartcat

Smartcat is building the future of work, where human expertise meets digital teammates to drive 10x to 1000x productivity gains for the world’s leading enterprises.

We’re on the frontier of an entirely new category: Agentic AI. We enable enterprises to build high-performing hybrid workforces made up of both humans and AI agents. These AI agents aren’t generic copilots. They’re fully trained digital teammates that learn from your best people, your content, and your business strategy—ready to get to work from day one.

Our platform combines generative AI, human-in-the-loop workflows, and a living Enterprise Skill Graph that continuously learns and improves. Whether you're launching a product globally, onboarding new hires, translating learning content, or aligning legal teams across regions, Smartcat turns knowledge into action and action into scale.

Over 1,000 companies, including 20% of the Fortune 500, rely on Smartcat to bring their business to the world—instantly, accurately, and in every language. As a Series C company with 130% year-over-year growth, we’re scaling fast and investing in people who want to shape the future of work with us.

Join us in unlocking global potential, one human and agent team at a time.

Executive Context

The VP of Customer Experience is a core member of the Go-To-Market Executive Leadership Team, reporting directly to the CRO and operating as a peer leader alongside Sales, Expansion, Product Marketing, RevOps, and Product leadership.

This is not a traditional CX or CS role.
It is a senior GTM leadership role responsible for how customers experience, adopt, scale, and realize value from an AI-native platform.

Role Mandate

The VP of Customer Experience is the executive owner of post-sale trust, value realization, and revenue durability, powered by agents, AI, and automation-first thinking.

This leader ensures that:

• What we sell is delivered with excellence
• What customers buy turns into measurable outcomes
• AI is the operating model, not a feature
• Customer experience becomes a durable competitive advantage
  

This role exists to make Smartcat:

• Faster to value
• Easier to adopt
• Stickier at enterprise scale
• Credible as a strategic AI partner

GTM Co-Leadership Mandate (Required)

The VP of CX is expected to co-build a world-class Go-To-Market organization reporting to the CRO and working closely with their fellow GTM executive peers.

This role goes beyond functional ownership of CX. It is a shared leadership role in designing, evolving, and operating the end-to-end GTM system — from how we sell, to how customers adopt, to how value compounds over time.

This leader:

• Acts as a true GTM peer, not a downstream service owner
• Co-owns GTM strategy, operating cadence, and outcomes
• Brings customer reality and execution truth into executive decisions
• Helps architect AI-first GTM workflows, clean role charters, and strong interfaces
• Takes shared ownership for GTM wins and failures
  

The goal is not functional excellence in isolation — it is to build one of the best AI-native GTM organizations in the market, together.

Organizational Ownership

The VP of CX owns and scales the post-sale GTM system, including:

1. Defend Account Management

• Renewals and churn prevention
• Value reinforcement
• Risk identification and mitigation

2. Forward Deployed Engineering (FDE)

• AI workflow and agent delivery
• Enterprise and MAS implementations
• Technical value realization

3. Marketplace / Usage Motion (Strategic Scope)

• Usage-based adoption and value realization
• Expansion signal generation
• Cost-to-value optimization

AI-First Responsibilities (Non-Negotiable)

1. AI-Native Customer Experience Ownership

• Own the end-to-end customer journey: onboarding → adoption → value → renewal → expansion readiness
• Map customer journeys continuously, identifying friction points and moments of leverage
• Use AI agents to:
• Accelerate onboarding
• Detect adoption risk
• Surface value signals
• Reduce manual CX effort

CX teams should use AI daily, not theoretically.