Customer Success Manager

Phrase; Northern (KY); Hybrid; USD 110,000 - 190,000; Full time

Job summary

Phrase seeks an AI-native Customer Success Manager to own a portfolio of high-touch accounts in the US market. You will drive renewal rates, retention, and expansion while leveraging AI tools like Claude and Planhat to inform decisions and strategy.

You’ll partner with Sales, Product, and Support to deliver measurable business outcomes for large brands across localization and content operations. Based in the US with availability across time zones, you will build strategic plans, own renewal

Qualifications

• Proven track record owning commercial outcomes and upsell opportunities in customer success or account management.
• Experience managing enterprise accounts ($50k+ ARR) in SaaS.
• Strong commercial instincts for budget discussions and terms.
• Experience forecasting and reporting account health and pipeline.
• Experience leading QBRs and renewal conversations.
• Ability to work in fast-paced, globally distributed environments in US time zones.

Responsibilities

• Own the full commercial health of a book of global accounts, driving renewal rate, net revenue retention, and expansion revenue.
• Build and execute account plans tying Phrase’s platform to customer outcomes and budget cycles.
• Identify and progress expansion and cross-sell opportunities with Sales.
• Lead commercially-focused discussions quantifying value in dollar terms.
• Negotiate renewal terms and manage at-risk accounts with save plans.
• Monitor usage and ROI narratives ahead of renewals and budgets.
• Consult on localization and content operations best practices using platform knowledge.
• Build multi-threaded relationships across economic buyers, admins, and end users.
• Collaborate with Product and Support to document voice-of-customer for commercial talks.
• Forecast account health and revenue in Planhat, owning the numbers.
• Use Claude and AI tools for prep, QBRs, and portfolio analysis.
• Represent portfolio status in internal pipeline and forecast reviews.

Skills

Account management

Sales collaboration

AI tools literacy

Enterprise portfolio management

CRM proficiency

Tools

Planhat

CRM software

Claude AI

Salesforce

Job description

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, QBR 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.

What you’ll be responsible for:

• 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

What you need:

• 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)

Our current tech stack in this role:

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.
• 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. 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.