Customer Success Manager, Phrase
$85-95k
More information about location
Cloud-based translation platform
Job no longer available
Cloud-based translation platform
201-500 employees
Job no longer available
$85-95k
More information about location
201-500 employees
Company mission
To open the door to global business by giving everybody access to the content they need in the language they speak.
Role
Who you are
- We are seeking a highly experienced and empathic Customer Success Manager to join our dynamic team. The ideal candidate will have a minimum of 5 years of experience in customer success, specifically within the localization SaaS industry
- This role requires exceptional people skills, a deep understanding of customer needs, and the ability to drive customer satisfaction and retention
- Bachelor’s Degree or equivalent experience
- Be based in EDT or CDT
- 5+ years of experience in customer success within SaaS industry - ideally in the Localization space
- A customer-centric attitude
- Solid understanding of localization solutions and processes
- Excellent verbal, written, and organizational skills
- Ability to drive multiple projects toward completion simultaneously
What the job involves
- Develop and maintain strong, long-lasting relationships with key stakeholders in our customer organizations
- Understand customer needs and objectives, and proactively ensure these are met by Phrase’s solutions
- Act as the voice of the customer within Phrase, providing feedback to internal teams to enhance the customer experience
- Drive customer adoption, retention, and satisfaction by delivering consistent value and support
- Develop and implement customer success plans, tracking progress and outcomes
- Conduct regular check-ins, business reviews, and customer satisfaction surveys to gather insights and address concerns
- Collaborate with Sales, Product, and Marketing teams to ensure a seamless customer journey
- When escalations happen making sure they are raised to the right people to solve issues and delight the customer
- Running exceptional Business Review meetings
- Identifying cross-sell/up-sell opportunities
- Managing complex renewals and associated activities
- Actively monitoring and managing:
- Targets of retention, expansion, refer-ability, and adoption for your portfolio of clients
- Your portfolio platform usage through dedicated dashboards, identify deviations and act upon them when they happen
- Supporting CS ops in identifying best practices and meaningful data points, and help defining lean processes whole CS organization to follow
- Cooperating with the Product team on platform improvements, making sure that they have a direct line with the customers when necessary
Application process
- Submit your application through the job ad
- How to make your application stand out:
- We encourage you to share your pronouns with us so we know how to correctly approach you
- Closely read our job descriptions and apply for the one(s) that best align with your experience
- Share why you are interested in joining our team and if our mission resonates with you
- Make sure we have everything we need to know: your qualifications, strengths, and ambitions. This may be in form of your CV/ resume, cover letters, portfolios, websites, or work samples
- Give us your latest contact details
- Please apply in English. We’re an international business, but our company language is English. This way we can ensure that everyone involved fully understands what you bring to the table
- If your experience suits our needs, we’ll reach out to get to know you
- Firstly, someone from our talent acquisition team will contact you to schedule a video call to learn more about you and your experience. At the same time, you’ll learn more about our business, the team, and the role you’re interviewing for
- The next stages vary slightly depending on the team you apply for and the seniority level of the role, but it will look something like this:
- You’ll meet the manager you’ll report to
- There will be some kind of skill assessment, such as a coding or design task, a role play, or a business case
- You’ll meet some of the main stakeholders and team members. Your talent acquisition partner will guide you all the way through, keep you updated, tell you who you’re going to meet next, and where you’re standing
- Some things to consider:
- Our entire interview process is virtual. We work with Google Meet and Zoom
- We assess your skill set, but we’re also interested in seeing if your values and goals align with ours
- Once we know you and you know us, it’s time for all of us to make a decision
- We aim to make hiring decisions within a couple of days. This can be delayed if we have several people interviewing for the same role, but we’ll keep you updated. We hope for you to do the same for us
- If there are any questions or changes, your talent acquisition partner will be available for you
- If we decide not to hire you, you’ll receive feedback from us. If you have feedback for us as well, that’s amazing—we love to learn and improve our processes
Our take
Even today, language barriers can hold businesses back from achieving their full potential. Phrase (from Memsource) solves this problem with its translation management solution. Its cloud-based platform offers efficient automated translation. Its AI-driven approach is mainly targeted toward enterprises that typically need to translate large volumes of text.
In 2021, Memsource acquired Phrase, officially unifying both its platforms (and brands) under one integrated suite. By doing so, it enables enterprises to seamlessly drive growth with a connected ecosystem of tools.
Phrase boasts an impressive client base with the likes of Uber, Shopify, Volkswagen amongst thousands of others. IT recently brought in impressive funding, which will be used to expand its global footprint through hiring world-class, international talent.
Freddie
Company Specialist at Welcome to the Jungle
Insights
20% employee growth in 12 months
Company
Funding (1 round)
Jun 2022
$17.3m
GROWTH EQUITY VC
Total funding: $17.3m
Company benefits
- 4 Phrase holidays where the entire company is off to celebrate our accomplishments and recharge
- Your birthday as a paid day off because we want to celebrate you, too
- Annual budget for your personal training and development, because if you grow, we grow
- Access to free language courses—we are a translation business after all!
- Travel budget to meet up with your team and build strong personal relationships in one of our main locations once per quarter
- 2 paid give-back days per year to support your local community, volunteer, and/or take part in charity events and activities
- Pet-friendly offices in Prague and Hamburg for our furry friends to bring us joy
- Bonus are available for all non-commission carrying roles, so everyone benefits from the company’s success
Company HQ
New Town, Prague, Prague
Leadership
David Canek
(Board Member & Founder)Previously worked as Sales Manager at Czech Telecom. Was Director of Product at NewsTin and a Partner at Czech Translations.
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