1000+ Best gig Jobs in Boston, Massachusetts (January 2026) - page 2

Vice President of Customer Experience

1 day ago

Boston

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 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 mitigation2. Forward Deployed Engineering (FDE), • AI workflow and agent delivery, • Enterprise and MAS implementations, • Technical value realization3. Marketplace / Usage Motion (Strategic Scope), • Usage-based adoption and value realization, • Expansion signal generation, • Cost-to-value optimizationAI-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 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, • Agent capabilities and orchestration, • Human-in-the-loop design, • AI quality, evaluation, and iteration3. 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 geographies4. 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, • Gross Revenue Retention (GRR), • Renewal predictability, • No surprise renewals, • No unmanaged risk, • No late-stage scramblingFDE as a Strategic Asset, • FDEs are workflow architects and AI multipliers — not firefighters, • FDE time is protected, scoped, and aligned to GTM motions This leader: • Engages peers directly and respectfully, • Surfaces customer truth even when uncomfortable, • Uses data and outcomes, not opinion, • Welcomes accountability in return, • Patrick Lencioni's Five Dysfunctions of a Team, • Builds trust first, • Encourages healthy debate, • Creates clarity and commitment, • Holds peers and teams accountable, • Highly collaborative, • Easy to work with, • Bring momentum, not friction, • Make hard conversations constructive, • Celebrate wins and progress 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, • 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, • Value is unclear, • Adoption stalls Why joining Smartcat might be your best move so far

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