Director of Customer Success
Phrase is a leading software localization platform designed to help businesses expand their global reach. Our innovative solutions streamline the localization process, making it easier for companies to translate and adapt their content for different markets. We are committed to helping our clients, such as Uber, Shopify and Snowflake, succeed in their international endeavors by providing top-notch support and resources.
We are seeking an experienced and dynamic Director of Customer Success to lead our Customer Success team. The ideal candidate will be passionate about helping our clients achieve their goals, possess strong leadership skills, and have a proven track record of driving customer satisfaction, retention, and growth. This role will be crucial in ensuring our customers fully realize the value of Phrase's solutions.
What you'll be responsible for:
Leadership and Strategy
Develop and implement a comprehensive Customer Success strategy aligned with Phrase's business objectives.
Lead, mentor, and grow a high-performing Customer Success team.
Foster a customer-centric culture within the organization.
Customer Engagement and Advocacy
Develop and execute strategies to maximize customer retention and minimize churn.
Identify opportunities for upselling and cross-selling Phrase's solutions.
Collaborate with Sales, Product, and Marketing teams to drive customer growth and expansion.
Performance Measurement and Reporting
Establish and monitor key performance indicators (KPIs) and OKRs for the Customer Success team.
Provide regular reports on customer health, engagement, and satisfaction metrics to senior leadership.
Implement data-driven decision-making to continuously improve Customer Success outcomes.
Process Improvement
Continuously evaluate and refine Customer Success processes and workflows.
Support the solutions and technical support teams in implementing best practices for customer onboarding, training, and support.
Work closely with the CS ops organization to leverage technology to enhance the effectiveness of the Customer Success team.
What you need:
Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
8+ years of experience in Customer Success, Account Management, or related roles, with at least 3 years in a leadership position.
Experience in leading teams across multiple regions and business cultures.
Proven track record of driving customer satisfaction, retention, and growth in a B2B SaaS environment.
Excellent leadership and team management skills, with the ability to inspire and motivate a team.
Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
Data-driven mindset with experience in analyzing and utilizing customer data to drive decision-making.
Familiarity with the localization industry and in a scale up environment 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, Japan, and the Americas.
Expert colleagues in their field who are determined to build the best localization platform on the market.
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.
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).
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.
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