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Senior Customer Success Manager

Phrase
Hamburg

Direkt bewerben

Details zur Stelle

vor 11 Stunden

Qualifikationen

SaaS
Account Management

Vollständige Stellenbeschreibung

Senior Customer Success Manager (EMEA)

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 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.

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