Global Head of Customer Success

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.

This role leads Customer Success as a global function at Phrase, 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:

• 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.

What you need:

• 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.