Customer Success Manager III, Film & Television (Mid-Market Focus)

WrapbookFilm & Television

USA, CanadaFull-TimeManager

Salary not disclosed

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Job Details

3+ years of experience working in a film and television finance, payroll, or production
Customer focused mindset with a continuous focus on consultative servicing and selling
Strong verbal and written communication skills
The ability to strategically work through problems to identify the root cause and create action plans to resolve them
An intense sense of ownership and urgency to resolve customer issues
Thrive in a dynamic and collaborative environment and are comfortable working through ambiguity

Own a portfolio of Film & Television clients post-onboarding, serving as their strategic partner and primary point of contact
Drive client success by deepening relationships, increasing feature adoption, and identifying opportunities for account growth and retention
Collaborate closely with Paymasters to ensure accurate, compliant payroll processing and seamless day-to-day operations
Lead proactive engagements—including health checks, product roadmap discussions, and quarterly business reviews—tailored to client goals and complexity
Monitor client health and payroll volume trends to surface risks early, drive insights, and flag upsell opportunities
Act as the voice of the customer by submitting feedback and feature requests into Wrapbook’s product development and internal improvement processes
Navigate union and non-union workflows, adapting to the unique needs of each client while maintaining a high standard of service
Partner cross-functionally with Product, RevOps, Labor Relations, Implementation, and Support to solve complex challenges and continuously improve the customer experience
Contribute to internal documentation, enablement, and best practice sharing to level up the broader Customer Success team

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