Senior Customer Success Manager

Senior Customer Success Manager

At Phrase, we help open the door to global business by providing the world's most comprehensive localization platform.

We're transforming language technology with our AI platform to give people the content they need, in the language they speak. Whether it's for digital products like an app or website, marketing comms, legal literature, internal comms or customer service messaging, Phrase ensures that content always hits its mark by being on brand, consistent, and culturally resonant.

With a global team working from our offices in Hamburg and Prague—or from home across Europe, the UK, the US, and the APAC region—we help organizations like Uber, Shopify, Puma, Snowflake, Volkswagen and thousands of others engage their customers at scale to accelerate growth.

We are looking for a strategic and customer-obsessed Senior Customer Success Manager to join our growing global team. In this role, you'll be the key partner for some of our largest clients, ensuring their success with Phrase's localization platform. You will act as a trusted advisor, driving adoption, managing renewals, and helping customers realise maximum value from our solutions. Your expertise in localization, combined with your ability to foster strong, consultative relationships, will ensure the long-term success of our enterprise partnerships. This role requires working within European time zones and collaborating closely with cross-functional teams across Product, Sales, and Support.

What you'll be responsible for:

• Managing a portfolio of key accounts, ensuring successful onboarding, retention, and growth
• Acting as the primary point of contact for customer success needs across the customer lifecycle
• Building strong, strategic relationships with key stakeholders to promote long-term engagement
• Proactively identifying expansion opportunities and working closely with Sales on upsell/cross-sell strategies
• Monitoring customer health, analyzing usage data, and conducting regular QBRs to demonstrate value
• Collaborating with internal teams to advocate for customer needs and improve the overall customer experience
• Leveraging your localization expertise to consult on best practices and use cases

What you need:

• Proven experience in a Customer Success or Account Management role within a Loc Tech environment, ideally supporting enterprise clients
• Strong understanding of localization workflows, tools, and challenges
• Exceptional communication and relationship-building skills
• Strategic mindset with a proactive and data-driven approach to customer engagement
• Comfortable working in a fast-paced, cross-functional, and globally distributed environment

• Experience leading customer meetings, QBRs, and driving value-focused conversations

• Understanding of ChatGPT and enthusiasm for AI-powered productivity tools.

Our current tech stack in this role:

• Planhat
• Fellow
• Zendesk
• Slack
• Google Workspace

What you'll get:

• Work experience in a successful and growing global SaaS company
• Be part of an international team of 300+ 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

What's on top:

• 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
• Learning & development through Phrase learning and a dedicated ChatGPT Plus user license
• Additional local benefits depending on the entity you're hired at, just ask your Talent Acquisition Partner

At Phrase we believe in the critical importance of diversity in all its forms and intersectionalities, and are committed to ensuring that the people we interview reflect this diversity. We therefore strongly encourage people of any identity to apply for our exciting career opportunities. We have taken an active decision to make our work environment inclusive every day, starting at the very beginning of your Phrase experience.

We value and welcome different perspectives, experiences and backgrounds as we believe that these differences make our team even stronger on our mission of opening the door to global business by giving everybody access to the content they need in the language they speak.