Customer Success Lead

Customer Success Manager Lead - APAC

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.

We are seeking a highly experienced and empathetic Customer Success Manager Team Lead to join our dynamic team in Japan. This role is critical in driving customer success and satisfaction while fostering long-term partnerships with key clients in the APAC region. The ideal candidate will have extensive experience in customer success within the localisation SaaS industry and strong relationship management skills.

What you’ll be responsible for:

• Building and maintaining strong, long-lasting relationships with stakeholders at key customer organisations in Japan and the wider APAC region.
• Managing a team of Customer Success Managers across the APAC region
• Proactively understanding customer objectives and ensuring Phrase’s solutions align to meet their needs.
• Acting as the voice of the customer within Phrase, providing actionable feedback to internal teams to enhance customer experience.
• Driving customer adoption, satisfaction, and retention by consistently delivering value and support.
• Developing and executing tailored customer success plans, tracking progress and outcomes.
• Conducting regular check-ins, business reviews, and satisfaction surveys to gather insights and address concerns.
• Collaborating with Sales, Product, and Marketing teams to ensure seamless customer journeys.

Supporting Phrase:

• Managing escalations by involving the right teams to solve issues and delight customers.
• Leading impactful business review meetings to showcase customer value and outcomes.
• Identifying cross-sell and upsell opportunities in collaboration with Sales.
• Overseeing complex renewals, ensuring smooth processes and successful outcomes.

Active Monitoring and Management:

• Meeting retention, expansion, adoption, and referral targets for your customer portfolio.
• Analysing platform usage dashboards, identifying deviations, and acting on them proactively.
• Partnering with CS Operations to establish best practices, meaningful metrics, and lean processes for the CS organisation.
• Collaborating with the Product team to advocate for customer needs and contribute to platform improvements.

What you need:

• Bachelor’s degree or equivalent experience.
• 5+ years of customer success experience in the SaaS industry, ideally within localisation.
• 3+ years management experience, ideally in remote companies
• Strong understanding of localisation solutions, workflows, and technology.
• Exceptional verbal, written, and organisational skills, with proficiency in English and Japanese.
• A customer-first mindset with the ability to manage multiple projects simultaneously.
• Experience in managing enterprise-level customers and navigating complex stakeholder environments.

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.