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

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Experience leading and developing customer success teams
Experience in the film and television industry
Proven ability to drive retention, growth, and customer satisfaction
Strong leadership, coaching, and communication skills
Experience managing complex client escalations
Ability to collaborate effectively with cross-functional teams

Responsibilities

Lead, develop, and inspire a team of Mid-Market Customer Success Managers
Establish team operating rhythms for account health reviews, escalations, and customer engagements
Drive retention, CSAT, and NPS outcomes across the mid-market portfolio
Partner with CSMs to identify expansion opportunities
Standardize quarterly business reviews (QBRs) and customer engagement cadences
Serve as the management quarterback for complex client escalations
Enforce operational rigor across pre-payroll audits, readiness checks, case triage, SLA compliance, and documentation hygiene
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 and enhance the client experience
Contribute to Wrapbook’s Voice of Customer program

Skills

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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