Customer Success Manager III, Film & Television (SMB Focus)

Remote

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$74,000 – $119,900Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Film & Television, Biotechnology, Payroll Services, FintechIndustries

Requirements

Candidates should have at least 3 years of experience in Customer Success, Implementation, or Account Management, preferably in media, payroll services, or SaaS. Proven ability to independently lead client onboarding and deliver tailored platform demos is required. Familiarity with entertainment payroll operations, including experience with Paymasters or reviewing timecards, is a strong plus. Understanding of production accounting workflows is also beneficial. Strong communication, organizational skills, and a proactive, customer-first mindset are essential, along with comfort managing a fast-paced, high-volume book of business. Proficiency in CRM tools like Salesforce or Gainsight is preferred.

Responsibilities

The Customer Success Manager will own a portfolio of small to mid-sized companies and productions, guiding them from onboarding through post-launch success and ensuring long-term client value. Responsibilities include leading onboarding engagements, managing client relationships, driving adoption of platform features, and monitoring client health to proactively identify risks and opportunities. The role involves collaborating with Sales, Production Accounting, Paymasters, Support, RevOps, and Implementation teams to deliver seamless support, submitting product feedback, and contributing to internal documentation and best practices.

Skills

Customer Success

Onboarding

Client Value

Implementation

Payroll Operations

Production Accounting

Client Relationship Management

Salesforce

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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