Customer Success Manager

Our Customer Success team is looking for a knowledgeable media professional to help our enterprise entertainment customers scale accessible, multilingual content across global platforms.

As a Customer Success Manager focused on Media & Entertainment, you will serve as the primary point of contact for studios, networks, and streaming services. You will build strong relationships, understand customer needs, and ensure customers maximize the value of 3Play’s complete suite of accessibility and localization solutions, including captioning, audio description, subtitling, and dubbing. In this role, you will guide customers through complex content workflows, drive adoption and long-term value, and help them achieve their accessibility and global content goals. 

Duties and Responsibilities:

• Establish and nurture strong, long-lasting customer relationships and position yourself as a trusted advisor on accessibility and localization.
• Understand customers’ business, content, and global audience goals, and tailor 3Play’s solutions to meet their evolving needs. 
• Own the customer journey from onboarding through ongoing adoption, bringing new customers and content groups onto the 3Play platform. 
• Proactively manage customer health, satisfaction, retention, and renewals across assigned accounts, identifying risks and opportunities and driving them through resolution. 
• Guide customers through content workflows, delivery requirements, and platform-specific accessibility and localization needs across broadcast, streaming, and digital platforms. 
• Advise customers on platform-specific caption and subtitle requirements, including broadcast/FCC compliance, streaming and web delivery specs, and format compatibility.
• Provide product demonstrations, training sessions, and best practices to help customers maximize their use of 3Play’s products and services.
• Partner with Sales to identify and support growth opportunities within existing accounts, such as new languages, dubbing, or audio description initiatives.
• Advocate for customers’ needs within 3Play, translating feedback on quality, tooling, and workflows into actionable insights for Product and Development teams.
• Maintain accurate records of customer health,  interactions, requirements, and next steps within our CRM systems.

Position Requirements: 

• Ability to work PST hours at times to align with our customers’ needs.
• 3–5 years of Customer Success, Support, Account Management, or related role experience, ideally within media and entertainment or localization services.
• Direct experience with enterprise SaaS technology, SOA, REST-style APIs, ETL, and content/data exchange with video platforms, CMS/TMS systems, and localization workflows.
• Strong understanding of the media and entertainment landscape, including production studios, content creation, and distribution workflows, as well as the localization lifecycle, including translation, adaptation, quality assurance, and delivery across languages and regions.
• Working knowledge of common caption and subtitle file formats (e.g., SRT, WebVTT, TTML, SCC) and how format choice ties to delivery platforms, including broadcast/FCC compliance, streaming, and web.
• Familiarity with caption and localization quality standards, including reading speed, synchronization accuracy, linguistic QA, terminology/glossary management, and regional compliance requirements.
• Understanding of consumer behaviors, industry trends, and cultural considerations that influence global content strategy and engagement.
• Exceptional communication skills, with the ability to build rapport and trust with customers, linguists, and internal stakeholders across regions.
• A curious, systems-oriented problem solver who can navigate complexity, connect the dots, and manage competing priorities in a fast-paced environment. 
• Deep knowledge of customer relationship management and customer success strategies.
• Comfortable leveraging AI, automation, and agentic tools to improve efficiency, streamline workflows, and scale how work gets done. 
• Experience collecting, tracking, and analyzing large datasets to identify trends and inform customer strategy and decision-making. 
• A high degree of technical proficiency using online tools and systems; familiarity with Google Suite, JIRA, and CRM systems (Zendesk, HubSpot) is a plus.

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, we've since expanded with headquarters in Boston, MA, and offices in Minneapolis, MN, and Calgary, AB.

We are a mission-driven tech company that directly impacts the lives of millions of people each day. Our mission is simple: make video accessible to everyone. We do this by leveraging AI and human expertise to deliver industry-leading recorded and live captioning, audio description, and end-to-end localization solutions to global media and entertainment, corporate, and education customers. 

Our team is hard-working, laid-back, and fun. There are no politics or wasteful meetings, and projects get done quickly and efficiently. The team is dedicated to building a successful company. The work we do is fun, engaging, and gratifying. Your work will have a direct impact on our company’s success.

This is a quota-carrying position.

The expected base salary range for this role is $90,000 - $120,000