Vice President of Customer Experience

Smartcat

8d•Remote

About The Position

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

Requirements

AI teams should use AI daily, not theoretically.
Comfortable operating with enterprise buyers and complex organizations
Understands product-led signals and in-product engagement
No surprise renewals
No unmanaged risk
No late-stage scrambling
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
This role must be fully aligned with: Patrick Lencioni’s Five Dysfunctions of a Team, Stephen Covey’s principles of trust, accountability, and influence

Nice To Haves

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

Responsibilities

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
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
Uses usage and behavior data as leading indicators of value and expansion
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
Bring momentum, not friction
Make hard conversations constructive
Celebrate wins and progress
Model calm and clarity under pressure