Smartcat · 1 week ago
Vice President of Customer Experience
United States
Full-time
Remote
Director/Executive
12+ years expSmartcat is building the future of work with a focus on Agentic AI, enabling enterprises to create high-performing hybrid workforces. The VP of Customer Experience will lead efforts to enhance customer experience, ensuring measurable outcomes and value realization from the AI-native platform.
Information TechnologySoftware
Responsibilities
What we sell is delivered with excellence
What customers buy turns into measurable outcomes
AI is the operating model, not a feature
Customer experience becomes a durable competitive advantage
Co-build a world-class Go-To-Market organization
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
Owns and scales the post-sale GTM system
Defend Account Management
Renewals and churn prevention
Value reinforcement
Risk identification and mitigation
Forward Deployed Engineering (FDE)
AI workflow and agent delivery
Enterprise and MAS implementations
Technical value realization
Marketplace / Usage Motion (Strategic Scope)
Usage-based adoption and value realization
Expansion signal generation
Cost-to-value optimization
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
Accountable for: Gross Revenue Retention (GRR), Renewal predictability, 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
Brings momentum, not friction
Makes hard conversations constructive
Celebrates wins and progress
Models calm and clarity under pressure
Qualification
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
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
Smartcat is an all-in-one platform connecting businesses and translators into a continuous translation delivery loop.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$71.92MKey Investors
Left Lane CapitalMatrixAltaIR Capital
2024-09-10Series C· $43M
2020-09-23Series B· $14.64M
2018-06-13Series A· $6.98M
Leadership Team
Ivan Smolnikov
CEO & founder
Recent News
The Motley Fool
2025-09-17
Company data provided by crunchbase