Customer Success Manager Lead, Phrase
Cloud-based translation platform
Job no longer available
Cloud-based translation platform
201-500 employees
Job no longer available
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
- Bachelor’s Degree or equivalent experience
- Be based in EST/EDT
- 5+ years of experience in customer success within SaaS industry, ideally within localization
- 2+ years experience in managing CS teams in high performing saas companies
- A customer-centric attitude
- Solid understanding of localization solutions and processes is a plus
- Excellent verbal, written, and organizational skills
- Ability to drive multiple projects toward completion simultaneously
What the job involves
- 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
- Managing a team of CSMs in the Americas region, with weekly team meetings and regular one-on-one syncs
- 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
- Supporting Phrase:
- 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
- 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:
- When escalations happen making sure they have all the tools they need to solve it and delight the customer
- Running exceptional Business Review meetings
- Identifying cross-sell/up-sell opportunities
- Managing complex renewals and associated activities
- Hiring exceptional people
- Actively monitoring and managing:
- Team and individual targets of retention, expansion, refer-ability, and adoption for your portfolio of clients
- Team and individual 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
- Team targets of retention, expansion, referability, and adoption
- Team workload and performances through dedicated dashboards, identifying deviations and corrective actions
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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