Customer Success Manager - Localization

Job Description

Job Description

Customer Success Manager - Localization

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. You will 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.

Video content is everywhere, and digital accessibility and localization solutions are critical for media and entertainment companies, corporations, and higher education institutions seeking to engage worldwide audiences. Our platform provides everything needed to create accessible, culturally relevant, and engaging content across languages and locales. This role is crucial in ensuring these solutions (from captioning and audio description to subtitles, translation, and dubbing workflows) are effectively implemented and scaled.

About You

• 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.

Key Responsibilities

• 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.

About 3Play Media

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