[Hiring] Customer Success Manager @3Play Media

Role Description

Our customer success team is seeking a curious and creative individual to ensure the success and satisfaction of our valued customers, particularly as they scale content across languages, regions, and cultures.

• You will be the primary point of contact for our customers, ensuring they maximize the value of our accessibility and localization solutions and are delighted with our services.
• Partner closely with customers to build and maintain strong relationships, understand their global content strategies, provide ongoing support, and help them achieve their accessibility and international reach goals.
• This role is crucial in ensuring solutions (from captioning and audio description to subtitles, translation, and dubbing workflows) are effectively implemented and scaled.

Qualifications

• 2–5 years of experience in Customer Success, Support, Account Management, or a related role, ideally within localization services or enterprise software supporting global content workflows.
• Direct experience with enterprise SaaS technology, SOA, REST-style APIs, ETL, and handling data/content exchange with video platforms, CMS/TMS systems, and localization workflows.
• Strong understanding of the localization lifecycle, including content preparation, translation, adaptation, quality assurance, and delivery across multiple languages and regions.
• Familiarity with localization concepts, including language asset management, terminology/glossary creation, linguistic quality assurance, subtitle and caption formats, and regional compliance requirements.
• Understanding of global consumer behaviors and cultural considerations that influence localization strategy and user engagement.
• Exceptional communication skills with the ability to build rapport and trust with customers, linguists, and internal stakeholders across regions.
• A natural problem solver with curiosity for technology who can thrive in a fast-paced environment and manage competing multilingual priorities.
• Deep knowledge of customer relationship management and customer success strategies, with an ability to translate localization complexity into clear, customer-friendly guidance.
• Experience collecting, tracking, and analyzing large datasets to gain insights into language performance, turnaround times, quality metrics, and regional trends.

Requirements

• Establish and nurture strong, long-lasting customer relationships and position yourself as a trusted advisor by understanding their business objectives, global audience strategy, and localization requirements.
• Understand customers’ goals for multilingual content delivery and tailor our products and services, including translation, subtitling, and dubbing, to drive measurable value.
• Onboard customers to the 3Play platform, guiding them through localization workflows to accelerate value recognition.
• Provide timely and proactive support to ensure customer satisfaction and retention, advising on best practices for internationalization, regional compliance, and culturally accurate content adaptation.
• Input and manage content requests on the customer’s behalf, aligning on language priorities, vendor/linguist selection, content schedules, and deliverables across multiple locales.
• Partner with Sales to identify growth opportunities such as expanding into new languages, adding dubbing, or audio description.
• Advocate for customers’ needs within 3Play, translating feedback on localization quality, tooling, and workflows to Product and Development teams to enhance our offerings.
• Maintain accurate records of customer interactions, localization specifications, language assets, issues, and resolutions within our CRM and internal systems.

Company Description

3Play Media is a technology company revolutionizing how people consume online media. Our premium accessibility and localization solutions serve over 10,000 higher ed, enterprise, media, and government customers.

• Established in 2007 at MIT Sloan.
• Headquartered in Boston, MA, with offices in Minneapolis, MN, and Calgary, AB.
• Mission-driven tech company that directly impacts the lives of millions of people each day.
• Leverages AI and human expertise to deliver industry-leading recorded and live captioning, audio description, and end-to-end localization solutions.
• Team is hard-working, laid-back, and fun, dedicated to building a successful company.