Customer Success Lead - APAC

At Phrase, we help open the door to global business by providing the world's most comprehensive language technology.

We're transforming global content operations with our AI-led 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 relevant.

Phrase has been recognized by
Forrester analysts as a Leader in language technology
and is also
highly rated on independent software review site G2.
We help the world's biggest brands, including Uber, Shopify, Puma, Snowflake and Volkswagen, engage their customers at scale to accelerate growth.

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.

Role Overview

You will lead our Customer Success efforts across the APAC region from Japan. You will manage a remote team to drive growth and customer loyalty. Your focus is building deep partnerships with enterprise clients in local markets. You will act as a strategic advisor and the voice of the customer. This role combines people leadership with high-level account strategy and execution.

What you'll be accountable for:

• Own retention, expansion and long-term value for the APAC book of business
• Drive clear adoption of the Phrase Platform, focusing on both breadth and depth
• Identify risk early and act decisively, escalating when needed
• Lead renewals, and partner with Sales on upsell and expansion opportunities
• Work closely with the Partner team to support and scale regional partner-led growth
• Set the quality bar for Customer Success execution in APAC - both with customers and operationally
• Coach your team of CSMs on account strategy, stakeholder management and value articulation at our customers
• Provide direct, honest feedback and expect the same in return
• Build a culture of ownership, preparation and follow-through
• Personally manage a small number of high-value, high-complexity accounts
• Build senior relationships and influence decision-makers across customer organisations
• Translate customer strategy into clear success plans tied to business outcomes
• Navigate ambiguity, politics and change without losing momentum
• Act as the voice of the customer into Product, Support and Go-To-Market teams
• Partner tightly with Sales and Solutions to drive aligned account strategies
• Contribute to global CS initiatives, standards and operating rhythms
• Represent APAC with clarity and credibility at leadership level

What you need:

• Bachelor's degree or equivalent professional experience.
• 5+ years of SaaS customer success experience.
• 3+ years of experience managing remote teams.
• Deep knowledge of localization workflows and technology.
• Proficiency in both English and Japanese languages.
• Proven ability to manage complex enterprise stakeholder environments.
• A proactive, customer-first mindset focused on delivering value.

What you'll get:

• Be part of the Customer Success leadership team 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
• 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.