Vice President of Customer Experience

Job Description

Job DescriptionAbout 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're on the frontier of an entirely new category: Agentic AI. We enable enterprises to build high-performing hybrid workforces 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.

Join us in unlocking global potential, one human and agent team at a time.

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, RevOps, 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.

This leader ensures that:

• 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
  

This role exists to make Smartcat:

• Faster to value
• Easier to adopt
• Stickier at enterprise scale
• Credible as a strategic AI partner

GTM Co-Leadership Mandate (Required)

The VP of CX is expected to co-build a world-class Go-To-Market organization reporting to the CRO and working closely with their fellow GTM executive peers.

This role goes beyond functional ownership of CX. It is a shared leadership role in designing, evolving, and operating the end-to-end GTM system — from how we sell, to how customers adopt, to how value compounds over time.

This leader:

• 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
  

The goal is not functional excellence in isolation — it is to build one of the best AI-native GTM organizations in the market, together.

Organizational Ownership

The VP of CX owns and scales the post-sale GTM system, including:

1. Defend Account Management

• Renewals and churn prevention
• Value reinforcement
• Risk identification and mitigation

2. Forward Deployed Engineering (FDE)

• AI workflow and agent delivery
• Enterprise and MAS implementations
• Technical value realization

3. Marketplace / Usage Motion (Strategic Scope)

• Usage-based adoption and value realization
• Expansion signal generation
• Cost-to-value optimization

AI-First Responsibilities (Non-Negotiable)1. AI-Native Customer Experience Ownership

• 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

CX teams should use AI daily, not theoretically.

2. Agents & Workflows as the Delivery Engine

• 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

This leader speaks fluently about:

• Agent capabilities and orchestration
• Human-in-the-loop design
• AI quality, evaluation, and iteration

3. Enterprise-Grade AI Adoption & Trust

• 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

4. PLG Awareness (Even in Enterprise)

• 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

Revenue Defense & Predictability

The VP of CX is accountable for:

• Gross Revenue Retention (GRR)
  
• Renewal predictability
• Early surfacing of churn risk

Expectations:

• No surprise renewals
• No unmanaged risk
• No late-stage scrambling

FDE as a Strategic Asset

• FDEs are workflow architects and AI multipliers — not firefighters
• FDE time is protected, scoped, and aligned to GTM motions
• Insights from FDEs feed Product, Enablement, and Expansion strategy

Peer Accountability & Cross-Functional Leadership

The VP of CX is comfortable holding executive peers accountable — including leaders in Sales, Product, Engineering, Marketing, and Support — in service of customer outcomes and company goals.

This leader:

• 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

Accountability is mutual, trust-based, and outcome-driven.

Leadership Philosophy & Team Health (Required Alignment)

This role must be fully aligned with:

• Patrick Lencioni's Five Dysfunctions of a Team
  
• Stephen Covey's principles of trust, accountability, and influence

This leader:

• Builds trust first
• Encourages healthy debate
• Creates clarity and commitment
• Holds peers and teams accountable
• Focuses relentlessly on results

They build leaders of leaders, not hero ICs.

Collaboration, Energy & Joy

The VP of CX is:

• Highly collaborative
• Easy to work with
• High-energy, optimistic, and grounded

They:

• Bring momentum, not friction
• Make hard conversations constructive
• Celebrate wins and progress
• Model calm and clarity under pressure

This leader truly loves the gig — the pace, the ambiguity, the responsibility, and the opportunity to build something meaningful.

Joy is not accidental. It is designed, protected, and reinforced.

What Success Looks Like (12–18 Months)

• CX is proactive, intelligent, and trusted
• AI meaningfully reduces friction across the customer journey
• Renewals are predictable
• Expansion improves because customers see clear value
• FDEs are effective and respected
• 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

AI companies fail when:

• Value is unclear
• Adoption stalls
• Trust erodes

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 joining Smartcat might be your best move so far

• Fully remote team
  We are a global team of 200+ enthusiastic people spread across 30+ countries. We have been fully remote since 2020, with some locations populated with more Smartcaters than others, such as Boston, Belgrade, Lisbon, Tbilisi and Yerevan.
• Be part of an AI Native Organization
  We are highly innovative, using AI across all areas of the organization to accelerate decision-making and free people to focus on strategy and high-impact work. We embrace new ideas and encourage all Smartcaters, regardless of level or department, to manage their own AI Agents. At Smartcat you'll shape how AI transforms the workplace and play an integral role in ensuring Smartcat remains a leader in AI innovation.
• Innovating a $100 Billion industry
  Smartcat is reshaping the $100B multilingual content industry with an AI-powered platform that makes it easy for companies to create, translate, and localize global content at scale. Our platform enables enterprise teams to move away from slow, traditional outsourcing methods, and achieve fast, high-quality results, at a fraction of the cost.
• Join the rocketship to scale-up 10x and beyond together
  We are looking for someone to become an integral part of our team and play a crucial role in the most exciting part of our journey: transitioning from a post-Series C startup to a company exceeding $100M in ARR and $1B in valuation. Our journey isn't for the faint of heart. We are growing at 130% YoY, thanks to our strong product-market fit and high-performing team, and plan to accelerate from here.
• Smartcat Culture: Where Diversity Meets High Performance
  At Smartcat, we are committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective, while maintaining a strong focus on results and engagement. We believe in welcoming everyone and fostering an inclusive environment where team members can be their authentic selves at work. Our commitment to inclusion is steadfast, and we stand firmly against discrimination and harassment.