Manager, Mid-Market Film & Television Customer Success

6–10+ years of experience in Customer Success or a related client-facing role in a tech environment (entertainment, production accounting, or payroll experience strongly preferred). 2–5+ years of people leadership experience managing Customer Success, Account Management, or similar client-facing teams. Proven success driving retention, upsell readiness, and client satisfaction across a mid-market book. Demonstrated strength in managing escalations and fostering cross-functional accountability. Deep operational excellence: experience optimizing SLAs, engagement cadences, and process adherence. Strong analytical skills for client health tracking, usage analysis, and GPV modeling. Exceptional written and verbal communication; skilled at expectation-setting and coaching through complexity. Comfort operating in a fast-paced, high-growth environment with evolving systems and processes.

Lead, develop, and inspire a team of 6 Mid-Market Customer Success Managers. 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. 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. Surface systemic patterns in escalations and partner cross-functionally to drive resolution. 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. Standardize CSM playbooks, engagement decks, dashboards, and blockers tracking tools. Contribute to internal enablement by developing job aids, FAQs, and SOPs. Maintain clean, consistent data across systems. Partner with departmental and executive leadership to scale operating systems and performance visibility.