Customer Success Manager III, Film & Television – Mid-Market Focus

🕒 January 19

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Wrapbook

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

💸 Finance

💰 $100M Series B on 2021-11

SaaS • Entertainment • Finance

Wrapbook is a smart production payroll and accounting platform built by industry veterans for the entertainment industry. It provides a comprehensive suite of services, including fast onboarding, payroll management, cost tracking, production accounting, and real-time reporting, all within an intuitive interface. The platform is designed to efficiently connect producers, accountants, cast, and crew members, enabling them to manage production finances seamlessly. Wrapbook also offers expert services in union compliance, insurance, and employer-of-record payroll. The platform integrates with leading accounting and production tools, making it the versatile choice for feature films, episodic TV, commercials, and more. With significant investment from Bessemer Venture Partners, Wrapbook is focused on accelerating innovation in production finance and payroll solutions.

📋 Description

• Own a portfolio of Film & Television clients post-onboarding, serving as their strategic partner and primary point of contact. • Drive client success by deepening relationships, increasing feature adoption, and identifying opportunities for account growth and retention. • Collaborate closely with Paymasters to ensure accurate, compliant payroll processing and seamless day-to-day operations. • Lead proactive engagements—including health checks, product roadmap discussions, and quarterly business reviews—tailored to client goals and complexity. • Monitor client health and payroll volume trends to surface risks early, drive insights, and flag upsell opportunities. • Act as the voice of the customer by submitting feedback and feature requests into Wrapbook’s product development and internal improvement processes. • Navigate union and non-union workflows, adapting to the unique needs of each client while maintaining a high standard of service. • Partner cross-functionally with Product, RevOps, Labor Relations, Implementation, and Support to solve complex challenges and continuously improve the customer experience. • Contribute to internal documentation, enablement, and best practice sharing to level up the broader Customer Success team.

🎯 Requirements

• 3+ years of experience working in a film and television finance, payroll, or production. • Customer focused mindset with a continuous focus on consultative servicing and selling. • Strong verbal and written communication skills. • The ability to strategically work through problems to identify the root cause and create action plans to resolve them. • An intense sense of ownership and urgency to resolve customer issues. • Thrive in a dynamic and collaborative environment and are comfortable working through ambiguity.

🏖️ Benefits

• Unlimited Paid Time Off • Work from anywhere in Canada and USA • Health and Dental benefits • Up to $1,500 USD/ $2,025 CAD towards IT set up for your home • Up to 2% matching RRSP / 401K • Learning and Development opportunities • Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service