Manager, Mid-Market Film & Television Customer Success

October 31

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Wrapbook

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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.

51 - 200 employees

☁️ SaaS

💸 Finance

💰 $100M Series B on 2021-11

📋 Description

• Lead, develop, and inspire a team of 6 Mid-Market Customer Success Managers (with potential for expansion and future team leads). • Establish team operating rhythms for account health reviews, escalations, and customer engagements. • Foster a culture of proactive ownership, structured documentation, and collaborative problem-solving. • Provide regular coaching and development toward CSM IC3–IC5 career levels. • Drive retention, CSAT, and NPS outcomes across the mid-market portfolio. • Partner with CSMs to identify expansion opportunities through GPV, usage, and product adoption trends. • Standardize quarterly business reviews (QBRs) and customer engagement cadences that tie feature enablement to customer goals. • Serve as the management quarterback for complex client escalations: assigning clear owners, setting timelines, and ensuring alignment across PayOps, Labor Relations, Product, and Implementation. • Enforce operational rigor across pre-payroll audits, readiness checks, case triage, SLA compliance, and documentation hygiene. • Surface systemic patterns in escalations and partner cross-functionally to drive resolution at root cause. • Partner with FTV Implementation on seamless client handoffs and post-onboarding success readiness. • Collaborate with PayOps, Labor Relations, Benefits, RevOps, and Product to resolve issues, influence roadmap priorities, and enhance the client experience. • Contribute to Wrapbook’s Voice of Customer program, translating client insights into structured, prioritized feedback. • Standardize CSM playbooks, engagement decks, dashboards, and blockers tracking tools. • Contribute to internal enablement by developing job aids, FAQs, and SOPs. • Maintain clean, consistent data across systems. • Partner with departmental and executive leadership to scale operating systems and performance visibility as the team grows.

🎯 Requirements

• 6–10+ years of experience in Customer Success or a related client-facing role in a tech environment (entertainment, production accounting, or payroll experience strongly preferred). • 2–5+ years of people leadership experience managing Customer Success, Account Management, or similar client-facing teams. • Proven success driving retention, upsell readiness, and client satisfaction across a mid-market book. • Demonstrated strength in managing escalations and fostering cross-functional accountability. • Deep operational excellence: experience optimizing SLAs, engagement cadences, and process adherence. • Strong analytical skills for client health tracking, usage analysis, and GPV modeling. • Exceptional written and verbal communication; skilled at expectation-setting and coaching through complexity. • Comfort operating in a fast-paced, high-growth environment with evolving systems and processes.

🏖️ 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