Customer Success Manager - Localization

Summary

3Play Media is a technology company revolutionizing how people consume online media. They are seeking a Customer Success Manager - Localization to ensure customer satisfaction and support customers in maximizing the value of their accessibility and localization solutions.

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

Skills

• 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

Qualifications

Must Haves

• 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