Principal Customer Success Manager, Phrase
$95-105k
Cloud-based translation platform
Be an early applicant
Cloud-based translation platform
201-500 employees
Be an early applicant
$95-105k
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
- 8+ years of experience in Customer Success, Account Management, or a related field, with a strong record in enterprise B2B SaaS
- Deep understanding of localisation workflows, technologies, and industry trends
- Proven experience operating as a strategic advisor to senior stakeholders
- Mindset of Innovation and Experimentation, advocate for early adoption of new features
- ROI driven customer advocacy
- A coaching mindset with the ability to uplift peers and influence team practices
- Excellent communication, presentation, and stakeholder management skills
- Strong data literacy and experience using customer insights to drive engagement
- Experience using Planhat, Salesforce, or similar CRM and CS tools is a plus
What the job involves
- As a Principal Customer Success Manager, you will be a strategic leader and individual contributor within our Customer Success team, managing high-impact enterprise accounts while mentoring and guiding Customer Success Managers (CSMs) colleagues
- This senior-level, player-coach position is ideal for someone with deep expertise in the SaaS industry, a strong commercial acumen, and a passion for driving exceptional customer outcomes
- You will own a portfolio of key enterprise customers, ensuring their success across the lifecycle—from onboarding to renewal and expansion—while also setting the bar for excellence within the team
- Your role will include direct customer engagement, internal advocacy, and contributing to the evolution of our success strategies
- Own and manage a portfolio of strategic enterprise accounts with a focus on retention, value realisation, platform adoption and revenue growth
- Lead onboarding programmes to ensure value delivery and seamless product adoption
- Serve as the trusted advisor and primary point of contact for your customers
- Translate technical outcomes into business value narratives that resonate with executive sponsors
- Develop strong, lasting relationships with executive stakeholders and operational leads
- Facilitate executive business reviews (QBRs), strategy sessions, and planning workshops
- Consult customers on localisation best practices and use cases of Phrase's platform
- Identify expansion opportunities (upsell/cross-sell) especially utilising Phrase AI capabilities in collaboration with Sales
- Influence the customer journey using platform adoption data, health scores, and strategic insight
- Manage renewals in partnership with commercial teams to ensure sustainable growth
- Act as a senior mentor and knowledge hub for CSMs, sharing best practices and coaching on breath and depth of adoption scenarios
- Partner with Customer Success leadership to refine internal processes, playbooks, and platform adoption strategies
- Lead by example through excellence in execution, customer advocacy and commercial acumen
- Represent customer needs internally by collaborating with Product, Sales, Support, and Marketing
- Contribute to strategic initiatives to improve customer experience and platform adoption
- Deliver feedback loops from customers into the business to drive continuous improvement
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
$16.9m
GROWTH EQUITY VC
Total funding: $16.9m
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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