Customer Success Manager, Mid-Market

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 highly motivated and customer-centric individual to join our team, as a Customer Success Manager, Mid-Market.

In this role, your primary responsibilities will be to support our existing mid-market customers in the education and corporate sectors, ensuring they maximize the value of our solutions. 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.

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. 
• 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

• Bachelor’s degree or equivalent experience.
• 1 - 2 years of Customer Success, Support, Account Management, or related role experience (ideally in software or SAAS industries).
• Direct experience with enterprise SaaS technology, SOA, REST-style APIs, ETL, and handling data/content exchange with video platforms and content management systems.
• Solid understanding of customer relationship management and customer success principles. 
• 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.
• Comfortable using online tools and systems; familiarity with Google Suite, JIRA, and CRM systems (Zendesk, Hubspot) is a plus!
• Understanding of consumer behaviors and industry trends.

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. We have a spacious office with lots of natural light located in the North End. The work we do is fun, engaging, and gratifying. Your work will have a direct impact on our company’s success.

Location 

3Play Media is located in Boston, MA –  North Washington St on the Green & Orange line near North Station. We are in the heart of Boston’s thriving North End District. We are located near some of the best restaurants and surrounded by Boston’s buzzing tech scene. 

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