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

Salary: $74K - $119.9K 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)

We’re seeking an experienced Customer Success Manager—or similarly experienced professional—to join our Film & Television team with a focus on SMB clients. In this role, you’ll own a portfolio of small to mid-sized companies and productions from onboarding through post-launch, ensuring a smooth Wrapbook experience and driving long-term client value.

You’ll guide customers through implementation and their first payroll, support ongoing adoption, and collaborate closely with Paymasters and cross-functional teams to deliver excellent service. The ideal candidate is self-directed, comfortable with demos and onboarding workflows, and brings some experience in production accounting or payroll operations.

What You’ll Do

• Own a book of business: Act as the primary strategic contact for SMB clients from onboarding through post-launch success.
• Lead onboarding engagements: Conduct discovery, deliver demos, manage system setup, and provide guidance through the first payroll, ensuring clients are confident and prepared.
• Manage client portfolios: Oversee a mixed portfolio of SMB clients, including those receiving Production Accounting Services (PAS), providing ongoing strategic support.
• Drive adoption: Champion the use of Wrapbook features and workflows by aligning platform capabilities with client goals and production needs.
• Monitor client health: Proactively identify risks and surface growth opportunities by monitoring client health and payroll activity, guiding engagement strategy.
• Collaborate cross-functionally: Work closely with Sales, Production Accounting, Paymasters, Support, RevOps, and Implementation teams to deliver seamless, compliant support across the client lifecycle.
• Provide product feedback: Submit product feedback and feature requests to inform internal improvements and the evolving customer experience.
• Contribute to best practices: Help build internal documentation, onboarding tools, and scalable best practices to enhance the SMB client experience.

What You’ll Have

• Experience: 3+ years of experience in Customer Success, Implementation, or Account Management, ideally within media, payroll services, or SaaS.
• Onboarding Skills: Proven ability to independently lead client onboarding and deliver tailored platform demos that drive adoption.
• Industry Knowledge: Familiarity with payroll operations in entertainment or related industries; experience working with Paymasters or reviewing timecards is a strong plus. Understanding of production accounting workflows (e.g., episodic or short-term projects) is a plus, but not required.
• Soft Skills: Strong communication and organizational skills with a proactive, customer-first mindset.
• Client Management: Comfort managing a fast-paced, high-volume book of business with diverse support needs.
• Teamwork: Experience collaborating with cross-functional teams including Support, Implementation, RevOps, and Product.
• Tool Proficiency: Proficiency in tools such as Salesforce, Gainsight, or similar CRMs is preferred.

Why Join Us

At Wrapbook, creativity meets technology.