Customer Success Manager

At Phrase, we help open the door to global business by providing the world’s leading Language Intelligence Platform.

The Phrase Platform combines AI, agentic orchestration, and a headless, API-first architecture in one composable system. Beyond translation, it orchestrates and adapts content to culture, audience, channel, brand voice, and intended outcome in any language, for every audience. It applies the context that makes content perform in every market: quality standards, glossaries, prior translations, and cultural nuance. Every team, in every region, can ship content that is on-brand, on-point, and ready for any audience.

Phrase gives enterprises the intelligence to automate workflows, the freedom to connect their own tools and engines, and the control to govern global content at scale.

With a global team based in our offices, and remote colleagues across Europe, the UK, the US, and the APAC region, Phrase offers an international environment built on collaboration, innovation, and shared purpose.

We’re growing our North America Customer Success team and looking for a commercially sharp, AI-native Customer Success Manager to own a portfolio of high-touch accounts ($50-100k+ ARR) across the US market. This is a revenue-owning role: you’ll be measured on retention, net revenue retention, and expansion pipeline as much as on customer sentiment. You’ll act as the strategic counterpart to VP and C-level stakeholders at some of the biggest brands running localization at scale, translating their business goals into a Phrase adoption strategy that protects and grows the account.

You’ll use the most advanced AI tools on the market day-to-day — for account prep, Q  narratives, and pipeline analysis and building our next gen AI Customer Success function — so fluency with AI tools is as core to this role as your CRM skills. You’ll work closely with Sales, Product, and Support, and you’ll need genuine command of the Language Intelligence Platform category to be credible in that seat from day one.

• 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, Q  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

• 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…