Customer Success Manager - Localization

3Play Media is a technology company revolutionizing how people consume online media, and they are seeking a Customer Success Manager to ensure customer satisfaction and success with their localization solutions. The role involves building strong relationships with customers, onboarding them to the platform, and providing ongoing support to help them achieve their content goals.

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

Requirements:

• 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