Phrase
Global Head of Customer Success
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Global Head of Customer Success
At Phrase, we help open the door to global business by providing the world's leading Language Intelligence Platform.
The Phrase Platform combines AI, agentic orchestration, and a headless, API-first architecture in one composable system. Beyond translation, it orchestrates and adapts content to culture, audience, channel, brand voice, and intended outcome in any language, for every audience. It applies the context that makes content perform in every market: quality standards, glossaries, prior translations, and cultural nuance. Every team, in every region, can ship content that is on-brand, on-point, and ready for any audience.
Phrase gives enterprises the intelligence to automate workflows, the freedom to connect their own tools and engines, and the control to govern global content at scale.
With a global team based in our offices, and remote colleagues across Europe, the UK, the US, and the APAC region, Phrase offers an international environment built on collaboration, innovation, and shared purpose.
Responsibilities
This role owns Customer Success as a global function at Phrase, setting the strategy that regional and team-level leaders execute against, and carrying direct accountability for retention and growth outcomes across our entire customer base. You'll build and lead a team of Customer Success managers and leaders worldwide, represent the voice of the customer at the executive table, and own the budget, KPIs, and operating model that make the function run. It's built for someone who has scaled a Customer Success organization before and wants to own the strategy, not just execute someone else's.
What you'll be responsible for:
- Own and evolve Phrase's global Customer Success strategy, aligned to overall business objectives and revenue targets.
- Build and lead the global Customer Success organization, including regional and team-level managers, setting the standard for how the function operates worldwide.
- Foster a customer-centric culture across Phrase, representing the voice of the customer at the leadership level.
- Build and maintain strategic relationships with Phrase's most significant global accounts, acting as an executive sponsor where needed.
- Own the global retention and growth strategy — setting targets for NRR, churn, and expansion, and holding regional teams accountable to them.
- Identify and drive enterprise-wide upsell and cross-sell opportunities in partnership with Sales, Product, and Marketing leadership.
- Define and report on the KPIs and OKRs that matter for Customer Success globally, presenting customer health and engagement metrics to the executive team and board.
- Build a data-driven culture across the function, using customer data to guide strategic and operational decisions.
- Own the global Customer Success operating model — processes, workflows, and the tools (CS Ops) that support them.
- Partner with Product on the roadmap, ensuring customer feedback and product gaps are represented at the leadership table.
- Build, manage, and own the Customer Success budget and headcount plan.
- Represent Customer Success in executive and leadership forums, and with the Board where relevant.
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Requirements
- Bachelor's degree in Business, Marketing, or a related field (MBA or advanced degree preferred).
- 10+ years of experience in Customer Success, Account Management, or a related field, including 5+ years leading multi-region or multi-team CS organizations at a senior leadership level.
- Proven track record of setting and delivering Customer Success strategy in a global B2B SaaS environment, with clear ownership of retention and growth outcomes.
- Experience building and scaling a Customer Success function, including hiring and developing leaders who themselves manage teams.
- Executive-level communication and stakeholder management skills, including comfort presenting to the Board and C-suite.
- Strong commercial acumen — able to own and defend a budget and connect CS outcomes to revenue and margin.
- Data-driven mindset, with experience building reporting and KPI frameworks that executives actually use.
- Experience working across multiple regions and business cultures.
- Familiarity with the localization industry, or experience in a scale-up environment (desirable).
What you'll get
- Work experience in a successful and growing global SaaS company
- Be part of an international team 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
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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.
- EnterpriseClaude Licence
- Additional local benefits depending on the entity you're hired at, just ask your Talent Acquisition Partner
Phrase is committed to ensuring equal pay for equal work and work of equal value between women and men. Our aim is that our workforce will be truly representative of all sections of society and that each worker feels respected and able to give their best. The job requirements and salary range for this job have been established through a gender-neutral job evaluation and classification process. This process objectively assesses the skills, responsibility, effort and working conditions required for each job. This systematic approach ensures fair pay regardless of who performs the work. We welcome applications from all qualified candidates regardless of their sex, race or ethnicity, disability, religion/belief, sexual orientation, gender identity or age. 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.
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