Customer Success Manager Team Lead

Customer Success Manager Lead - Americas

At Phrase, we help open the door to global business by providing the complete localization solution. Consisting of Phrase TMS and Phrase Strings, our unified suite is built to cover the full range of translation and localization use cases. With a global team working from our offices in Hamburg and Prague—or from home across Europe, the UK, the US, and the APAC region—we serve thousands of global customers, including leading brands such as Uber, Fujifilm, Shopify, Bosch, Huawei, and Lufthansa.

As Customer Success Manager, you are responsible for the team portfolio, customer retention, cross-sell/upsell identification, platform adoption, refer-ability, and developing closer relationships with customers.

What you’ll be responsible for:

• Having a customer-centric approach for everything you do
• Giving your customers' portfolio representation within the company, understanding the importance of balancing company vs customer needs
• Act as an escalation point for issues that arise with the Americas team portfolio, and a source of information to the team on any departmental or company-wide initiatives
• Managing a team of CSMs in the Americas region, with weekly team meetings and regular one-on-one syncs.

Supporting Phrase:

• When escalations happen making sure they are raised to the right people to solve issues and delight the customer
• Managing complex renewals and associated activities
• Identifying cross-sell/up-sell opportunities
• Running exceptional Business Review meetings
• Cooperating with the Product team on platform improvements, making sure that they have a direct line with the customers when necessary
• Participating in webinars or conferences if needed

Supporting your team:

• Hiring exceptional people
• Managing complex renewals and associated activities
• Identifying cross-sell/up-sell opportunities
• Running exceptional Business Review meetings
• When escalations happen making sure they have all the tools they need to solve it and delight the customer

Actively monitoring and managing:

• Team and individual portfolio platform usage through dedicated dashboards, identify deviations and act upon them when they happen
• Team targets of retention, expansion, referability, and adoption
• Cooperating with the Product team on platform improvements, making sure that they have a direct line with the customers when necessary
• Team and individual targets of retention, expansion, refer-ability, and adoption for your portfolio of clients
• Team workload and performances through dedicated dashboards, identifying deviations and corrective actions
• Supporting CS ops in identifying best practices and meaningful data points, and help defining lean processes whole CS organization to follow

What you need:

• Bachelor’s Degree or equivalent experience
• Excellent verbal, written, and organizational skills
• A customer-centric attitude
• Be based in EST/EDT
• Ability to drive multiple projects toward completion simultaneously
• Solid understanding of localization solutions and processes is a plus
• 2+ years experience in managing CS teams in high performing saas companies
• 5+ years of experience in customer success within SaaS industry, ideally within localization

What you'll get:

• Expert colleagues in their field who are determined to build the best localization platform on the market
• An agile work environment, where it is encouraged to take smart risks
• A positive, open-minded, and innovative atmosphereSupport in your professional development and personal career goals
• Work experience in a successful and growing global SaaS company
• Be part of an international team of 250+ in Europe, Japan, and the Americas
• Take part in a culture full of trust, support and loyalty, where respectful and open feedback is valued

What's on top:

• A personal Learning & Development Budget
• Additional local benefits depending on the entity you're hired at, just ask your Talent Acquisition Partner
• 401k
• LTD, STD, and life insurance
• Access to online language classes
• Flexible working hours and home office options
• 4 Company holidays additional to your 25 regular holidays (1 day per quarter where the entire company is off to celebrate our achievements
• Medical, dental, and vision benefits
• HSA and FSA
• Your birthday off because it is important to celebrate you as well
• Modern technical setup and latest software
• 2 Giveback days where you can support the local community, volunteer and/or take part in charity events and activities
• Professional and extensive onboarding
• Company wide shut down from December 23, 2022 to January 3rd, 2023

At Phrase we believe in the critical importance of diversity in all its forms and intersectionalities, and are committed to ensuring that the people we interview reflect this diversity. We therefore strongly encourage people of any identity to apply for our exciting career opportunities. We have taken an active decision to make our work environment inclusive every day, starting at the very beginning of your Phrase experience.

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.