Vice President of Customer Experience

About Smartcat

Smartcat is building the future of work, where human expertise meets digital teammates to drive 10x to 1000x productivity gains for the world’s leading enterprises.

We enable enterprises to build high‑performing hybrid work forces made up of both humans and AI agents. These AI agents aren’t generic copilots. They’re fully trained digital teammates that learn from your best people, your content, and your business strategy—ready to get to work from day one.

Our platform combines generative AI, human‑in‑the‑loop workflows, and a living Enterprise Skill Graph that continuously learns and improves. Whether you’re launching a product globally, onboarding new hires, translating learning content, or aligning legal teams across regions, Smartcat turns knowledge into action and action into scale.

Over 1,000 companies, including 20% of the Fortune 500, rely on Smartcat to bring their business to the world instantly, accurately, and in every language. As a Series C company with 130% year‑over‑year growth, we’re scaling fast and investing in people who want to shape the future of work with us.

Executive Context

The VP of Customer Experience is a core member of the Go‑To‑Market Executive Leadership Team, reporting directly to the CRO and operating as a peer leader alongside Sales, Expansion, Product Marketing, Rev Ops, and Product leadership.

This is not a traditional CX or CS role. It is a senior GTM leadership role responsible for how customers experience, adopt, scale, and realize value from an AI‑native platform.

Role Mandate

The VP of Customer Experience is the executive owner of post‑sale trust, value realization, and revenue durability, powered by agents, AI, and automation‑first thinking.

Key Responsibilities

• Deliver what we sell with excellence.
• Turn what customers buy into measurable outcomes.
• Make AI the operating model, not a feature.
• Build customer experience into a durable competitive advantage.
• Fast‑track value, ease adoption, and increase stickiness at enterprise scale.
• Position Smartcat as a credible AI partner.

GTM Co‑Leadership Mandate

• Co‑build a world‑class Go‑To‑Market organization.
• Own GTM strategy, operating cadence, and outcomes.
• Bring customer reality and execution truth into executive decisions.
• Architect AI‑first GTM workflows, clean role charters, and strong interfaces.
• Takes shared ownership for GTM wins and failures.

Organizational Ownership

• Scale the post‑sale GTM system, including Forward‑Deployed Engineering, Marketplace/Usage Motion, and Enterprise implementations.
• Defend account management, renewals, churn prevention, and value reinforcement.
• Drive AI workflow and agent delivery, enterprise and multi‑account implementations, and technical value realization.

AI‑First Responsibilities

• Own the end‑to‑end customer journey: onboarding, adoption, value, renewal, expansion.
• Map journeys continuously, identifying friction points and moments of leverage.
• Use AI agents to accelerate onboarding, detect adoption risk, surface value signals, and reduce manual CX effort.
• Treat agents and multi‑agent systems as the primary delivery mechanism.
• Replace manual processes with intelligent workflows wherever possible.
• Partner with Product to evolve agent capabilities based on real‑world usage.

Expectations

• No surprise renewals.
• No unmanaged risk.
• No late‑stage scrambling.

Leadership Philosophy & Team Health

• Build trust first and encourage healthy debate.
• Create clarity and commitment, hold peers and teams accountable, focus relentlessly on results.

Success Looks Like (12–18 Months)

• Proactive, intelligent, and trusted CX.
• AI reduces friction across the customer journey.
• Predictable renewals.
• Clear expansion value.
• Effective, respected FDEs.
• Customers describe Smartcat as a strategic AI partner, not a vendor.

Ideal Profile

• 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.

Why This Role Matters

This role ensures AI actually delivers for customers and for revenue while co‑building a GTM organization that scales with integrity, clarity, and joy.

Why Join Smartcat?

• Fully remote team of 200+ people spread across 30+ countries.
• Be part of an AI native organization that uses AI across all areas to accelerate decision‑making.
• Innovate a $100B industry: transform the multilingual content industry with an AI‑powered platform.
• Scale up 10x and beyond: transition from a post‑Series C startup to a company exceeding $100M ARR and $1B in valuation.
• Inclusive culture committed to diversity, respect, and results.

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