Senior Customer Success Manager - USA ET

Senior Customer Success Manager

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

Weʼre 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.

In this East Coast-based role, you will manage a portfolio of approximately $2 million across 30 industry-agnostic customers, each contributing between $50K–$100K in annual revenue. This position requires a commercially-minded self-starter who thrives in an autonomous environment, with strong storytelling skills to clearly articulate value and drive alignment. You’ll be responsible for building deep customer relationships, proactively identifying opportunities for growth, and ensuring long-term satisfaction and retention. Experience in the localization industry is highly beneficial. This is a high-impact role ideal for someone who combines strategic thinking with operational rigor.

What you’ll be responsible for:
● Owning a portfolio of ~30 high-value, industry-agnostic customers
● Building strong, trust-based relationships with key stakeholders across accounts
● Identifying and driving expansion and upsell opportunities to increase account value
● Leading renewal conversations with commercial acumen and minimal internal support
● Acting as a strategic advisor by aligning customer objectives with Phrase’s value
● Running regular Business Reviews to showcase outcomes and influence stakeholders

● Proactively monitoring customer health metrics and acting on risks and opportunities
● Collaborating cross-functionally with Sales, Product, and Marketing as customer advocate
● Leveraging AI tools and automation to manage a high-value portfolio efficiently, streamlining reporting, enhancing customer engagement strategies, and accelerating insight generation to inform proactive decision-making 

What you need:
● Proven experience managing a $2M+ book of business in a SaaS CSM or AM role
● Strong commercial instincts and ability to drive account growth independently
● Excellent storytelling and presentation skills to influence stakeholders at all levels
● Comfortable working with limited support infrastructure; proactive and hands-on
● Experience in the localization or language technology industry (strongly preferred)
● High level of initiative, ownership, and organizational discipline

Our current tech stack in this role:
● Salesforce
● Planhat
● Phrase Platform (Highly advantageous)
● Google Workspace & Slack

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.