Wrapbook

Customer Success Manager III, Film & Television

Remote

$74,000 – $119,900Compensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
EntertainmentIndustries

Job Description: Customer Success Manager (Film & Television - Mid-Market)

Salary: $74,000 - $119,900 Location Type: Remote Employment Type: Full-Time


About Us

Wrapbook is a smart, intuitive platform that makes production payroll and accounting easier, faster, and more secure. We provide a unified payroll platform that seamlessly connects your entire team—production, accounting, cast, and crew—all in one place. Wrapbook empowers production teams to manage projects, pay cast and crew, track expenses, and generate data-driven insights, while enabling workers to manage timecards, track pay, and onboard to new projects from any device. Wrapbook brings clarity and dependability to production payroll, while increasing the productivity of your whole team.

Trusted by companies of all sizes, Wrapbook powers payroll for some of the industry’s top production companies, including SMUGGLER, Tuff, and GhostRobot. Our growing team of 250+ people across the USA and Canada, includes entertainment and technology experts from SAG-AFTRA, DGA, IATSE, Teamsters, Amazon, Microsoft, Facebook, and more. Wrapbook is backed by top-tier investors, including Jeffrey Katzenberg’s WndrCo, Andreessen Horowitz, and A* Capital. We have raised $130M and are in a strong financial position.


The Opportunity - (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 Mid-Market 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 (eGPV vs. GPV) 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 as a film and television paymaster with the ability to break timecards.
  • 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.

Skills

Client Relationship Management
Account Growth
Feature Adoption
Stakeholder Collaboration
Project Management
Customer Support
Strategic Planning

Wrapbook

Digital payroll and production management platform

About Wrapbook

Wrapbook offers a digital payroll and production management platform tailored for the entertainment industry, serving clients like film and TV production companies. The platform simplifies payroll by allowing users to collect timecards through an app, generating smart timecards that ensure compliance with industry standards. It stands out from competitors by integrating with accounting software like QuickBooks, streamlining financial management. The goal of Wrapbook is to provide a fast and secure way to manage payroll and production needs, reducing administrative burdens for its clients.

Toronto, CanadaHeadquarters
2018Year Founded
$146.3MTotal Funding
LATE_VCCompany Stage
Enterprise Software, Financial Services, EntertainmentIndustries
201-500Employees

Benefits

Unlimited Paid Time Off
Remote Work Options
Health Insurance
Dental Insurance
Home Office Stipend
401(k) Company Match
401(k) Retirement Plan
Professional Development Budget
Phone/Internet Stipend

Risks

Increased competition from established players like Cast & Crew threatens market share.
Entertainment industry strikes may disrupt production schedules, affecting Wrapbook's service demand.
Reliance on third-party integrations poses risks if partners change APIs or business models.

Differentiation

Wrapbook offers a unified platform for production payroll and cost management.
The platform ensures compliance with industry standards through smart timecards and union compliance.
Wrapbook integrates with major accounting software, enhancing financial management efficiency.

Upsides

Wrapbook's recent $20M funding will accelerate its NextGen payroll solution development.
The platform's new cost-management tools improve collaboration between production and accounting teams.
Growing demand for digital payroll solutions in entertainment boosts Wrapbook's market potential.

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