Director of Customer Success

Smartcat was founded in 2016 to help global enterprises create and manage their multilingual content. Today, Smartcat is the essential language AI platform for the global enterprise. Our client-tailored language AI turns content in any format into any language, from documents to videos to complex websites and software, making global operations simple for any corporate team. It also allows any user to create new content by tapping into a multilingual enterprise library. More than 1,000 global companies including 25% of the Fortune 500 trust Smartcat to communicate their innovations and ideas all over the world. Smartcat's vision is to realise a world where there is equal access to innovations and ideas. Smartcat is backed by Matrix Partners, FJ Labs, and other leading VC firms focusing on SaaS, marketplaces and AI. You might recognize names like HubSpot, Zendesk, Uber, Stripe, RigUp, and Quora in their portfolios. Despite the economic recession, Smartcat is growing at 150% YoY. It's well-funded and capital efficient, providing a unique combination of a hyper-growth environment with downside protection and the ability to think and plan long-term. **Mission** Smartcat positions itself as the central hub for managing your enterprise's multilingual content, seamlessly integrating diverse content assets. Our AI acts as a dynamic facilitator in this process, streamlining content creation and translation. It intelligently leverages existing materials to generate and adapt content across various languages. This approach not only fosters consistency within teams but also significantly saves time, establishing Smartcat as a vital tool for global content management in any language. Your mission is to own the strategy and execution of the Customer Success team, driving the adoption and utilization while maintaining a low level of churn. **Your outcomes** - Reach quarterly objectives (software consumption) from a global team portfolio of assigned customers, that may vary and on average equal to 40% QoQ utilization growth, partnering with Solutions Architects, Marketplace Delivery Team, and Strategic Sales to enable and accelerate the customer growth through exceptional onboarding and and support. - Maintain a low level of churn amongst your team's portfolio with a 93% renewal rate - Reporting to the VP of Account Management, you will oversee a team of 12 (current headcount #) globally-dispersed Customer Success Managers, including 1 team lead - Translate company strategy into OKRs, assigning work, defining deliverables, and delegating authority so results are delivered on time. You will own the operational planning for the team 2 and 3 years out, including capacity planning, resource allocation, and leadership development of team leads - Continue increasing talent density in the customers' success organization by hiring and retaining A+ players, fostering a culture of high performance, urgency, customer centricity, and innovation. **Requirements** - 8+ 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 first line leadership experience, with at least 1 year of experience reporting to an Executive Team Member or VP. - 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 - 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 with an appreciation of 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 Smartcatters than others, such as Boston, NYC, SF, the Bay Area, London, Lisbon, and Yerevan. - **Innovating the $50 Billion-old industry** Smartcat's innovative business model taps into this $50B language translation industry with a platform allowing enterprise end users to stop using traditional outsourcing and enjoy 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 B 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 150% YoY, thanks to our strong product-market fit and high-performing team. - 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.