Customer Success Manager (US)

Role 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.

Commercial Duties:

• 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.

Collaboration and Growth:

• 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 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.