Strategic Customer Success Manager - USA

Smartcat - Boston, MA

Full-time - Mid Level

Remote - Boston, MA

101-250 employees

About the position

The Strategic Customer Success Manager at Smartcat is responsible for managing a portfolio of 15-20 strategic accounts, each generating over $1 billion in revenue. This role focuses on driving software utilization, adoption, and expansion within these accounts, ensuring customer satisfaction and success through effective onboarding, regular engagement, and strategic alignment. The position requires a deep understanding of Smartcat's Language AI platform and the ability to uncover growth opportunities while collaborating with cross-functional teams.

Responsibilities

• Reach quarterly objectives for software consumption from assigned customers, aiming for an average of 40% quarter-over-quarter utilization growth.
• Oversee 15-20 Strategic Accounts, each with over $1 billion in revenue.
• Accelerate engagement with newly registered users through onboarding, regular customer meetings, and QBRs.
• Leverage communication skills to understand customer challenges and provide solutions.
• Uncover growth opportunities within existing accounts and collaborate with Strategic Sales for expansion.
• Partner with Solutions Architects and Marketplace Delivery Team to enhance onboarding and support.
• Generate strategic alignment with portfolio accounts to build business value and accelerate growth.

Requirements

• 5+ years in customer success or account management within a B2B SaaS or established translation-tech company.
• 3+ years of project/program management experience.
• In-depth understanding of Smartcat's product vision and platform functionality.
• Strong data analysis skills to demonstrate value to customers.
• High level of intellectual curiosity and a passion for learning.
• Consultative approach to navigate client complexities across industries.
• Integrity and strong sense of ownership.
• Commitment to customer success and satisfaction.
• Eagerness for success and growth mindset.
• Openness to feedback and alternative ideas.
• Excellent communication skills in English; knowledge of other languages is a plus.
• Ability to work in a fast-paced, cross-functional startup environment.
• Exceptional commitment to evidence- and data-informed decision-making.
• Comfortable working with remote teams across time zones.

Nice-to-haves

• Knowledge of additional languages beyond English.
• Experience in the multilingual content industry.

Benefits

• Fully remote work environment.
• Opportunity to work with a global team across 30+ countries.
• Innovative approach to a $100 billion industry.
• High impact role with potential for significant career growth.