Digital Customer Success Associate

Digital Customer Success Associate

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 to add an experienced Digital Customer Success Associate to our CS team. The Digital Customer Success Associate will handle customer queries for the Digital Touch segment, providing administrative and creative support for Scale CS outreach initiatives. 

Key Responsibilities:

Customer Support & Renewals:

• Respond to customer queries and support teams with insights.
• Coordinate with the Renewals Manager on pricing for customer renewals.

Webinars & Training:

• Assist with organization and hosting of customer-facing webinars.
• Manage administrative tasks for customer enablement programs.

Digital Outreach & Communications:

• Facilitate customer outreach requests from other departments.
• Monitor customer feedback and interactions for improvements.
• Collaborate on communication plans for customer segments.
• Drive adoption at scale through email communications, in-app messaging, and customer education via Phrase Portal and Phrase Academy.

Administrative Support:

• Assist in creating and distributing digital content and communications.
• Support reporting, documentation, and other operational tasks for the Scale CS team.
• Build and maintain workflows and automation in Planhat to support customer lifecycle touchpoints and reporting.

Required Skills and Qualifications:

• Fluency in English (both written and spoken)
• Curious, tech-savvy mindset with a willingness to learn.
• Experience in SaaS environments.
• Excellent adaptability and teamwork skills.

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
• 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
• 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).
• 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.