Note: The job is a remote job and is open to candidates in USA. Phrase provides a Language Intelligence Platform that combines AI, agentic orchestration, and API-first architecture to help enterprises manage global content and localization. The Customer Success Manager will own a portfolio of high-touch US enterprise accounts, driving retention, net revenue retention, renewals, and expansion while building strategic relationships and using AI tools for account preparation, forecasting, and portfolio analysis.
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
Skills
- 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
- Experience selling or supporting into localization, content operations, or global growth teams (desirable)
Benefits
- Offers Commission
- Work experience in a successful and growing global SaaS company
- Be part of an international team in Europe, APAC, and the Americas
- An agile work environment, where it is encouraged to take smart risks
- A culture full of trust, support and loyalty, where respectful and open feedback is valued, and diversity is fully embraced
- 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)
- A Christmas break to allow you to spend time with family and friends without use of your vacation allocation
- Your birthday is off
- 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
Company Overview