Enterprise Customer Success Manager

Summary

Join Smartcat, a Series C company experiencing 130% year-over-year growth, and help us revolutionize the $100 billion multilingual content industry. As a Customer Success Manager, you will play a crucial role in driving 100% QoQ utilization growth of our customer portfolio while maintaining high retention rates. You will work with a fully remote global team, impacting how organizations operate and people exchange knowledge worldwide. This high-impact role offers the chance to be part of a rocketship scaling 10x and beyond, transitioning from a post-Series C startup to a company exceeding $100M in ARR and $1B in valuation. We are committed to building a diverse and inclusive culture where team members can be their authentic selves.

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
• Five 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 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

• 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

Benefits

Fully remote team