Customer Success Manager - USA

About the role

The Phrase Customer Success Manager will own the full commercial health of a book of global accounts, driving renewal rate, net revenue retention, and expansion revenue against quarterly targets. This is a revenue-owning role where you'll be measured on retention, net revenue retention, and expansion pipeline as much as on customer sentiment.

Responsibilities

• Own the full commercial health of a book of global accounts, driving renewal rate, net revenue retention, and expansion revenue against quarterly targets
• Build and execute account plans that tie Phrase's platform capabilities directly to each customer's business outcomes and budget cycle
• Identify, qualify, and progress expansion and cross-sell opportunities in direct partnership with Sales, owning your share of the expansion pipeline number
• Lead commercially-focused discussions that quantify value delivered in dollar terms and set up the next contractual conversation
• Own and negotiate renewal terms and manage at-risk accounts through structured save plans, escalating early and owning the outcome
• Monitor usage and adoption data to build a defensible narrative of ROI ahead of every renewal and budget conversation
• Consult on localization and content operations best practices, using deep platform knowledge to increase product depth and switching cost
• Build multi-threaded relationships across economic buyers, technical admins, and end users to de-risk single-point-of-contact churn
• Partner with Product and Support to convert customer feedback into a documented voice-of-customer input that supports commercial conversations
• Forecast account health and revenue outcomes accurately in Planhat, owning your numbers the way a Sales counterpart would
• Use Claude and other AI tools as a standard part of account prep, QBR building, and portfolio analysis to work faster and sharper than a manual approach allows

Requirements

• Proven track record owning commercial outcomes and upsell opportunities (renewal, NRR, expansion) in a Customer Success, Account Management, or similar revenue-owning role
• Solid, demonstrable knowledge of Phrase or a comparable Language Intelligence / localization platform
• AI-native ways of working: able to use Claude (or a comparable AI tool) effectively and independently for research, drafting, and analysis — this is a hard requirement, not a nice-to-have
• Experience managing a portfolio of enterprise accounts ($50k+ ARR) in a SaaS environment
• Strong commercial instincts: comfort discussing budget, negotiating terms, and tying product value to financial outcomes
• Track record of leading QBRs and renewal conversations that result in measurable expansion or retention
• Experience forecasting and reporting account health and pipeline in a CRM or CS platform (Planhat or equivalent)
• Exceptional stakeholder management skills, with experience building relationships up to VP/C-level
• Comfortable working in a fast-paced, cross-functional, globally distributed environment, based in the US and available across US time zones
• Experience selling or supporting into localization, content operations, or global growth teams (desirable)