Strategic Customer Success Manager

Summary

Join Smartcat, a dynamic Series C company growing at 130% YoY, as a Customer Success Manager to own a portfolio of 15-20 Strategic Accounts and drive utilization, adoption, and expansion across the enterprise.

Requirements

• 5+ 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 project/program management background
• 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
• Excellent communication skills and fluency in English, both written and spoken, to interact with colleagues, customers, and partners. Knowledge of other 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 40% QoQ utilization growth
• You will oversee 15-20 Strategic Accounts, each with over $1 billion in revenue
• 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
• Leverage your intellectual curiosity and communication skills to understand our customers’ most pressing challenges and how we can help solve them
• Uncover additional growth and expansion opportunities within existing accounts, searching for additional use cases and users, collaborating with Strategic Sales to drive expansion in your portfolio
• Partner with Solutions Architects, Marketplace Delivery Team, and Strategic Sales to enable and accelerate the growth of your portfolio through exceptional onboarding and support
• Generate strategic alignment with your portfolio and build business value ROI to accelerate growth to adjacent teams and business units becoming the single solution for all of their multilingual content creation needs