Director of Customer Success

Location: Boston, USA / Moscow, Russia / Remote

Our team is passionate about building a product that improves the global language industry. Smartcat’s goal is to develop the world’s best environment for translation and industry-specific payment automation and make it a vibrant network enabling easy collaboration for all market participants, including freelance linguists, translation agencies, and translation buyers.

Smartcat is backed by Matrix Partners, a top VC firm focusing on SaaS and marketplace startups (you might recognize names like HubSpot, Oculus, Zendesk, and Quora in their portfolio).

Mission

The mission of our Director of Customer Success is to lead the Customer Success (CS) team and form its strategy. By leveraging our “unfair” market advantages, such as our “no seats” approach and free-of-charge tech stack, as well as the multiproduct design of our ecosystem, you’ll pave the way to speedy customer growth naturally. Your success will be measured by contributing to Smartcat’s blazing fast annual revenue growth rate of 200–400%, where the existing customer base managed by the CS team accounts for around 95% on a monthly basis.

Your outcomes

  • Meet quarterly and yearly revenue growth plans from the existing customer base. Smartcat is a multifaceted and multiproduct ecosystem. Revenue growth starts after customer handoff from the sales team, and is further promoted by the CS team to ensure onboarding, upselling, cross-selling and retention.
  • Build a team of 5-star pros under your leadership (hiring, coaching, career pathing)
  • Handle customer SLAs.
  • Update & properly describe the processes, key metrics, and performance indicators driving the evolution of the CS team.

Requirements

  • 3+ years of experience as a Director of Customer Success with outstanding measurable achievements.
  • Excellent communication skills to navigate colleague, customer, and partner interactions. We operate in a niche global industry ($45 bln) where trust and good relations matter.
  • An easy-going personality and high tolerance for different cultures. We love our users (who live literally everywhere), and they love Smartcat people more than just the solutions we offer. We want to nurture this mutual love and grow with your help.
  • A clear, in-depth understanding of our product vision and strategy. We are building a market network for the global translation industry, something nobody has done before us.
  • A data-driven approach to business. You need to be ready to let the numbers measure success.
  • The ability to define and redefine processes, break down barriers, and challenge the status quo.
  • A knack for acting as the final escalation point for resolving difficult client, sales, and/or technical and product issues.
  • Manage and communicate expectations and any internal changes affecting the CS team.
  • Serve as a resource and mentor for direct and indirect employees.
  • Partner with other leaders on the direction, strategy, and growth of teams and process enhancements.
  • Develop and implement new ideas to help achieve team and company-wide goals.
  • Promote a fun and passionate environment while hitting company KPIs.
  • Readiness to work in a highly intense startup environment requiring extreme focus, a sense of urgency, and persistence to break through. Intensive travel schedule.
  • Integrity and full commitment.
  • Readiness to work in a highly intense startup environment requiring extreme focus, a sense of urgency, and persistence to break through.
  • Openness to constructive criticism and the opinions and ideas of others.
  • Eagerness to succeed and an aggressive mindset towards growth.
  • A strong sense of propriety.

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