[Remote] Manager, Mid-Market Film & Television Customer Success at Wrapbook

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$110,400 – $174,400Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Film, Television, Entertainment, TechnologyIndustries

Requirements

Experienced and people-driven leader capable of managing a team of Mid-Market Customer Success Managers
Ability to thrive at the intersection of customer advocacy, operational excellence, and people development
Expertise in leading teams serving dynamic production clients in Film & Television

Responsibilities

Lead, develop, and inspire a team of 6 Mid-Market Customer Success Managers (with potential for expansion and future team leads)
Establish team operating rhythms for account health reviews, escalations, and customer engagements
Foster a culture of proactive ownership, structured documentation, and collaborative problem-solving
Provide regular coaching and development toward CSM IC3–IC5 career levels
Drive retention, CSAT, and NPS outcomes across the mid-market portfolio
Partner with CSMs to identify expansion opportunities through GPV, usage, and product adoption trends
Standardize quarterly business reviews (QBRs) and customer engagement cadences that tie feature enablement to customer goals
Serve as the management quarterback for complex client escalations: assigning clear owners, setting timelines, and ensuring alignment across PayOps, Labor Relations, Product, and Implementation
Enforce operational rigor across pre-payroll audits, readiness checks, case triage, SLA compliance, and documentation hygiene
Surface systemic patterns in escalations and partner cross-functionally to drive resolution at root cause
Partner with FTV Implementation on seamless client handoffs and post-onboarding success readiness
Collaborate with PayOps, Labor Relations, Benefits, RevOps, and Product to resolve issues, influence roadmap priorities, and enhance the client experience
Contribute to Wrapbook’s Voice of Customer program, translating client insights into structured priorities

Skills

Key technologies and capabilities for this role

Customer SuccessTeam ManagementClient EngagementRetention StrategiesGrowth StrategiesFilm ProductionTelevision ProductionPayroll ManagementCross-Functional CollaborationProactive Engagement

Questions & Answers

Common questions about this position

What is the salary range for the Manager, Mid-Market Film & Television Customer Success role?

The salary range is $110.4K - $174.4K.

Is this position remote?

Yes, this is a remote position available in the USA and Canada.

What are the key responsibilities of this role?

The role involves leading and coaching a team of 6 Mid-Market Customer Success Managers, establishing team operating rhythms, fostering proactive ownership, and driving retention, CSAT, NPS, and growth across the mid-market portfolio.

What is the team size and structure for this position?

You will lead a team of 6 Mid-Market Customer Success Managers, with potential for expansion and future team leads, reporting directly to the Director, Film & Television Operations & Success.

What kind of experience makes a strong candidate for this role?

Ideal candidates are experienced, people-driven leaders who thrive at the intersection of customer advocacy, operational excellence, and people development, with the ability to coach teams to be strategic advisors and operational quarterbacks.

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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