Vice President of Customer Experience jobs in United States
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Smartcat · 2 hours ago

Vice President of Customer Experience

positionUnited States
timeFull-time
remoteRemote
seniorityDirector/Executive
date12+ years exp

Smartcat is building the future of work by merging human expertise with AI to enhance productivity for leading enterprises. The VP of Customer Experience will lead the post-sale customer journey, ensuring value realization and a competitive advantage through AI-driven solutions.

Information TechnologySoftware
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Growth Opportunities

Responsibilities

Own the end-to-end customer journey: onboarding → adoption → value → renewal → expansion readiness
Map customer journeys continuously, identifying friction points and moments of leverage
Use AI agents to: Accelerate onboarding, Detect adoption risk, Surface value signals, Reduce manual CX effort
Treat agents and multi-agent systems as the primary delivery mechanism
Replace manual processes with intelligent workflows wherever possible
Ensure value scales through automation, not headcount
Partner with Product to evolve agent capabilities based on real-world usage
Ensure AI adoption is transparent, trusted, and responsible
Help customers understand AI value, limits, and safeguards
Enable confident scaling of AI across teams and geographies
Understand product-led signals and in-product engagement
Use usage and behavior data as leading indicators of value and expansion
Co-owns GTM strategy, operating cadence, and outcomes
Brings customer reality and execution truth into executive decisions
Helps architect AI-first GTM workflows, clean role charters, and strong interfaces
Takes shared ownership for GTM wins and failures
Engages peers directly and respectfully
Surfaces customer truth even when uncomfortable
Uses data and outcomes, not opinion
Welcomes accountability in return
Participates in healthy conflict, then commits fully
Builds trust first
Encourages healthy debate
Creates clarity and commitment
Holds peers and teams accountable
Focuses relentlessly on results
Brings momentum, not friction
Makes hard conversations constructive
Celebrates wins and progress
Models calm and clarity under pressure

Qualification

AI-driven products experienceGo-To-Market strategyEnterprise SaaS leadershipCustomer journey mappingPost-sale account managementHigh energyTrust buildingHealthy debateResults focusCollaboration

Required

12–20+ years in enterprise SaaS CX, Solutions, or Revenue leadership
Deep exposure to AI-driven products or platforms
Experience leading leaders and complex post-sale orgs
Comfortable with enterprise buyers and technical conversations
Strong systems thinker with deep customer obsession
High integrity, high energy, low ego
Acts as a true GTM peer, not a downstream service owner
Co-owns GTM strategy, operating cadence, and outcomes
Brings customer reality and execution truth into executive decisions
Helps architect AI-first GTM workflows, clean role charters, and strong interfaces
Takes shared ownership for GTM wins and failures
Own the end-to-end customer journey: onboarding → adoption → value → renewal → expansion readiness
Map customer journeys continuously, identifying friction points and moments of leverage
Use AI agents to accelerate onboarding, detect adoption risk, surface value signals, reduce manual CX effort
Treat agents and multi-agent systems as the primary delivery mechanism
Replace manual processes with intelligent workflows wherever possible
Ensure value scales through automation, not headcount
Partner with Product to evolve agent capabilities based on real-world usage
Comfortable operating with enterprise buyers and complex organizations
Ensures AI adoption is transparent, trusted, and responsible
Helps customers understand AI value, limits, and safeguards
Enables confident scaling of AI across teams and geographies
Understands product-led signals and in-product engagement
Uses usage and behavior data as leading indicators of value and expansion
Knows how to blend PLG insights with sales-led and CX-led motions
Accountable for Gross Revenue Retention (GRR)
Accountable for renewal predictability
Accountable for early surfacing of churn risk
Engages peers directly and respectfully
Surfaces customer truth even when uncomfortable
Uses data and outcomes, not opinion
Welcomes accountability in return
Participates in healthy conflict, then commits fully
Builds trust first
Encourages healthy debate
Creates clarity and commitment
Holds peers and teams accountable
Focuses relentlessly on results
Highly collaborative
Easy to work with
High-energy, optimistic, and grounded
Brings momentum, not friction
Makes hard conversations constructive
Celebrates wins and progress
Models calm and clarity under pressure

Benefits

Fully remote team
Be part of an AI Native Organization
Innovating a $100 Billion industry
Join the rocketship to scale-up 10x and beyond together
Smartcat Culture: Where Diversity Meets High Performance

Company

Smartcat

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Smartcat is an all-in-one platform connecting businesses and translators into a continuous translation delivery loop.
dateFounded in 2016
location
Cambridge, Massachusetts, USA
people-size201-500 employees
web-link
https://www.smartcat.com

Funding

Current Stage
Growth Stage
Total Funding
$71.92M
Key Investors
Left Lane CapitalMatrixAltaIR Capital
2024-09-10Series C· $43M
2020-09-23Series B· $14.64M
2018-06-13Series A· $6.98M

Leadership Team

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Ivan Smolnikov
CEO & Founder
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S
Sergey Borovykov
Director of Product and Design
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Recent News

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Company data provided by crunchbase