Enterprise Customer Success Manager

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.

WHERE CUSTOMER SUCCESS MEETS ENTERPRISE GROWTH

At Smartcat, our Enterprise Customer Success Managers play a crucial role in driving success for our customers by ensuring they unlock the full potential of our platform. You’ll be a trusted advisor to clients, guiding and educating them to maximize the value of Smartcat’s innovative language and translation technology. 

If you’re passionate about building lasting client relationships, thrive in a collaborative and fast-paced environment, and have a knack for turning challenges into successes, we’d love to have you on our team!.  

HOW YOU’LL RAMP:

By Day 30…

• You will learn about Smartcat and what our product can achieve.
• You will begin to build relationships with other Smartcaters within the Customer Success, Sales, and Product teams.
• You will understand the various processes within the customer lifecycle.
• You will gain an understanding of our internal processes and our culture code.

By Day 60…

• Start to establish a trusted relationship with your customers and work to grow their usage and adoption.
• Begin to 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

By Day 90…

• Work towards reaching 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
• 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

WHAT YOU’VE ACCOMPLISHED…SO FAR

• 3+ years of experience in customer success or 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 highl