Enterprise Customer Success Manager

Summary

Join Smartcat's team as an Enterprise Customer Success Manager and drive customer success by ensuring they fully utilize the platform's potential. You will act as a trusted advisor, guiding clients and educating them on maximizing the value of Smartcat's innovative language and translation technology. This role requires 3+ years of experience in customer success or account management within B2B SaaS or a well-established translation company. You should possess strong data analysis skills and a fanaticism for customer success. Smartcat offers a fully remote work environment and the opportunity to be part of a rapidly growing company innovating within the $100 billion multilingual content industry. The role involves working with remote teams across time zones and requires excellent communication skills.

Requirements

• 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
• 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
• 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

Responsibilities

• Learn about Smartcat and what our product can achieve
• Begin to build relationships with other Smartcaters within the Customer Success, Sales, and Product teams
• Understand the various processes within the customer lifecycle
• Gain an understanding of our internal processes and our culture code
• 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
• 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

Preferred Qualifications

Knowledge of other European languages is a plus

Benefits

Fully remote team