Customer Success Manager

Phrase

3d•$70,000 - $90,000•Remote

About The Position

Phrase is seeking a commercially sharp, AI-native Customer Success Manager to join their growing North America Customer Success team. This role will own a portfolio of high-touch accounts ($50-100k+ ARR) in the US market, focusing on retention, net revenue retention, and expansion pipeline. The Customer Success Manager will act as a strategic counterpart to VP and C-level stakeholders, translating business goals into a Phrase adoption strategy. Fluency with AI tools is a core requirement, alongside CRM skills. The role requires a deep understanding of the Language Intelligence Platform category and close collaboration with Sales, Product, and Support teams.

Requirements

Proven track record owning commercial outcomes and upsell opportunities (renewal, NRR, expansion) in a Customer Success, Account Management, or similar revenue-owning role
Solid, demonstrable knowledge of Phrase or a comparable Language Intelligence / localization platform
AI-native ways of working: able to use Claude (or a comparable AI tool) effectively and independently for research, drafting, and analysis — this is a hard requirement, not a nice-to-have
Experience managing a portfolio of enterprise accounts ($50k+ ARR) in a SaaS environment
Strong commercial instincts: comfort discussing budget, negotiating terms, and tying product value to financial outcomes
Track record of leading QBRs and renewal conversations that result in measurable expansion or retention
Experience forecasting and reporting account health and pipeline in a CRM or CS platform (Planhat or equivalent)
Exceptional stakeholder management skills, with experience building relationships up to VP/C-level
Comfortable working in a fast-paced, cross-functional, globally distributed environment, based in the US and available across US time zones

Nice To Haves

Experience selling or supporting into localization, content operations, or global growth teams

Responsibilities

Own the full commercial health of a book of global accounts, driving renewal rate, net revenue retention, and expansion revenue against quarterly targets
Build and execute account plans that tie Phrase's platform capabilities directly to each customer's business outcomes and budget cycle
Identify, qualify, and progress expansion and cross-sell opportunities in direct partnership with Sales, owning your share of the expansion pipeline number
Lead commercially-focused discussions that quantify value delivered in dollar terms and set up the next contractual conversation
Own and negotiate renewal terms and manage at-risk accounts through structured save plans, escalating early and owning the outcome
Monitor usage and adoption data to build a defensible narrative of ROI ahead of every renewal and budget conversation
Consult on localization and content operations best practices, using deep platform knowledge to increase product depth and switching cost
Build multi-threaded relationships across economic buyers, technical admins, and end users to de-risk single-point-of-contact churn
Partner with Product and Support to convert customer feedback into a documented voice-of-customer input that supports commercial conversations
Forecast account health and revenue outcomes accurately in Planhat, owning your numbers the way a Sales counterpart would
Use Claude and other AI tools as a standard part of account prep, QBR building, and portfolio analysis to work faster and sharper than a manual approach allows
Represent the commercial state of your portfolio in internal pipeline and forecast reviews

Benefits

Work experience in a successful and growing global SaaS company
Be part of an international team in Europe, APAC, and the Americas
Expert colleagues in their field who are determined to build the best localization platform on the market, creating a world where language never limits opportunity
An agile work environment, where it is encouraged to take smart risks
Take part in a culture full of trust, support and loyalty, where respectful and open feedback is valued, and diversity is fully embraced
A positive, open-minded, and innovative atmosphere
Support in your professional development and personal career goals
4 Company holidays additional to your regular holidays (1 day per quarter where the entire company is off to celebrate our achievements).
In addition, the company also provides employees with a Christmas break to allow you to spend time with family and friends without use of your vacation allocation.
Your birthday is off because it is important to celebrate you as well.
2 Giveback days where you can support the local community, volunteer, and/or participate in charity events and activities.
Professional and extensive onboarding.
Enterprise Claude Licence
Additional local benefits depending on the entity you're hired at, just ask your Talent Acquisition Partner