Customer Success Manager

About the Company

3Play Media is a profitable technology company revolutionizing how people consume online media. Our premium live captioning, transcription, audio description, and translation 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.

About the Job

Are you passionate about truly helping people and making a significant impact? 3Play Media, a leading full-service video accessibility solution, is seeking a passionate and experienced Customer Success Manager to join our team and ensure the success and satisfaction of our valued customers.

As a Customer Success Manager focused on Media and Entertainment, you will be the primary point of contact for our customers, ensuring they maximize the value of our solutions, and are delighted with our services. You will work closely with customers to build and maintain strong relationships, understand their needs, provide ongoing support, and help them achieve their accessibility goals. 

Video content is everywhere, and digital accessibility solutions are critical for media and entertainment companies, corporations, and colleges and universities. Our solutions provide everything needed to create accessible and engaging content. This role is crucial in ensuring that these solutions are effectively implemented.  

Duties and Responsibilities

• Establish and nurture strong, long-lasting customer relationships and position yourself as a trusted advisor by understanding their business needs and objectives. 
• Understand customers’ goals and tailor our products and services to meet their specific needs, offering solutions that drive value.
• Onboard customers and new groups to the 3Play platform to delight customers and accelerate value recognition.
• Provide timely and proactive support to ensure customer satisfaction and retention for assigned accounts. 
• Input content requests into the platform on the customer’s behalf, aligning on content schedules and deliverables. 
• Provide product demonstrations, training sessions, and best practices to customers to maximize their utilization of our products and services. 
• Partner with Sales to identify growth opportunities within existing accounts. 
• Advocate for customers’ needs within 3Play, providing feedback to Product and Development Teams to enhance our offerings. 
• Maintain accurate records of customer interactions, issues, and resolutions within our CRM systems. 

Position Requirements

• Ability to work PST hours to align with our customers’ needs.
• 2 - 5 years of Customer Success, Support, Account Management, or related role experience, ideally within the media and entertainment industry. 
• Direct experience with enterprise SaaS technology, SOA, REST-style APIs, ETL, and handling data/content exchange with video platforms and content management systems.
• Strong understanding of the media and entertainment landscape, including production studios, content creation processes, and distribution workflows. 
• Understanding of consumer behaviors and industry trends.
• Exceptional communication skills, with the ability to build rapport and trust with customers and internal stakeholders. 
• A natural problem solver, with an innate curiosity for life and a love for technology, who can work in a fast-paced environment and manage competing priorities.
• Deep knowledge of customer relationship management and customer success strategies. 
• Experience in collecting, tracking, and analyzing large datasets to gain insights into customer behaviors and trends. 
• A high degree of technical proficiency using online tools and systems; familiarity with Google Suite, JIRA, and CRM systems (Zendesk, Hubspot) is a plus!

Work Environment

We have an awesome work environment! 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.

Perks

• Professional growth and development opportunities
• Competitive compensation 
• Medical, Dental, and Vision benefits
• 401K matching program
• Paid vacation, birthday, volunteer days, and sick leave
• Disability and life insurance 
• Charitable contribution matching program 
• Transportation and lunch subsidies 
• Company-sponsored social events
• Snacks and beverages provided