Senior Customer Success Manager (EMEA)
Phrase is the world's leading Language Intelligence Platform.
We're transforming global content operations with our AI-led 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 relevant.
Phrase has been recognized by Forrester analysts as a Leader in language technology and is also highly rated on independent software review site G2. We help the world's biggest brands, including Uber, Shopify, Puma, Snowflake and Volkswagen, engage their customers at scale to accelerate growth.
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 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 our high touch segment (50-100k ARR), 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 AI, Claude is a big advantage, and experience of using AI Tools to increase productivity.
Our current tech stack in this role:
- Planhat
- Fellow
- Claude
- Slack
- Google Workspace
What you'll get:
- Work experience in a successful and growing global SaaS company
- Be part of an international team 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 Claude enterprise licence
- Additional local benefits depending on the entity you're hired at, just ask your Talent Acquisition Partner
Phrase is committed to ensuring equal pay for equal work and work of equal value between women and men. Our aim is that our workforce will be truly representative of all sections of society and that each worker feels respected and able to give their best. The job requirements and salary range for this job have been established through a gender-neutral job evaluation and classification process. This process objectively assesses the skills, responsibility, effort and working conditions required for each job. This systematic approach ensures fair pay regardless of who performs the work. We welcome applications from all qualified candidates regardless of their sex, race or ethnicity, disability, religion/belief, sexual orientation, gender identity or age.
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.
