Customer Success Manager III, Film & Television
The Opportunity - Customer Success Manager III, Film & Television (Remote - USA / CANADA) Wrapbook is seeking a skilled and strategic Customer Success Manager (CSM) to join our Film & Television (FTV) team, with a focus on Mid-Market clients. In this role, you will serve as the primary relationship owner post-onboarding, driving feature adoption, account growth, and long-term client satisfaction. You will manage a book of business spanning union and non-union productions, acting as the strategic lead while partnering closely with Paymasters, Implementation, Labor Relations, and RevOps to deliver a high-touch, concierge client experience. This is a hands-on role for someone who excels at balancing strategic engagement with daily operational support in a fast-paced, highly collaborative environment. What you'll do:
- 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.
What you'll have:
- 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.
Why Join Us
At Wrapbook, creativity meets technology - and not just in the product. In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, you'll get access to a team of creative problem solvers and the chance to see your contributions make large impacts. Benefits include:
- 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
Apply Now Have we got your attention? Submit your application today and a member of our Talent team will be in touch with you shortly! #LI-Remote Apply tot his job Apply To this Job