Wrapbook

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

Wrapbook

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $74,000 - $119,900 per year

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
payroll processingaccount growthfeature adoptionclient health monitoringrisk identificationproduct roadmap discussionsquarterly business reviewsconsultative sellingproblem-solvingcustomer issue resolution
Soft Skills
customer focused mindsetstrong verbal communicationstrong written communicationstrategic thinkingownershipurgencycollaborationadaptabilitydynamic environmentambiguity management