Principal CSM – USA
At Phrase, we help open the door to global business by providing the world’s most comprehensive localization platform.
We’re transforming language technology with our AI platform to give people the content they need, in the language they speak. Whether it’s for digital products like an app or website, marketing comms, legal literature, internal comms or customer service messaging, Phrase ensures that content always hits its mark by being on brand, consistent, and culturally resonant.
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 help organizations like Uber, Shopify, Puma, Snowflake, Volkswagen and thousands of others engage their customers at scale to accelerate growth.
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.
What you’ll be responsible for:
Enterprise Account Ownership
- 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
Customer Advocacy & Relationship Building
- 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.
Growth Enablement & Commercial Partnership
- 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.
Leadership, Team Coaching & Mentoring
- 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.
Cross-functional Collaboration
- 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.
What you need:
- 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 you’ll get:
- Work experience in a successful and growing global SaaS company
- Be part of an international team of 300+ in Europe, APAC, and the Americas
- Expert colleagues in their field who are determined to build the best localization platform on the market, creating a world where language never limits opportunity
- An agile work environment, where it is encouraged to take smart risks
- Take part in a culture full of trust, support and loyalty, where respectful and open feedback is valued, and diversity is fully embraced
- A positive, open-minded, and innovative atmosphere
- Support in your professional development and personal career goals
What’s on top:
- 4 Company holidays additional to your regular holidays (1 day per quarter where the entire company is off to celebrate our achievements).
- In addition, the company also provides employees with a Christmas break to allow you to spend time with family and friends without use of your vacation allocation.
- Your birthday is off because it is important to celebrate you as well.
- 2 Giveback days where you can support the local community, volunteer, and/or participate in charity events and activities.
- Professional and extensive onboarding.
- Learning & development through Phrase learning and a dedicated ChatGPT Plus user license
- Additional local benefits depending on the entity you’re hired at, just ask your Talent Acquisition Partner
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.