Customer Success Manager III, Film & Television (SMB Focus)

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, including 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 and act as the primary strategic contact for SMB clients from onboarding through post-launch success.

• Lead onboarding engagements, including discovery, demo delivery, system setup, and guidance through first payroll, ensuring clients are confident and prepared.

• Manage a mixed portfolio of SMB clients, including those receiving Production Accounting Services (PAS), who remain under your ongoing strategic support.

• Drive adoption of Wrapbook features and workflows by aligning platform capabilities to client goals and production needs.

• Monitor client health and payroll activity to proactively identify risks, surface growth opportunities, and guide engagement strategy.

• Collaborate with Sales, Production Accounting, Paymasters, Support, RevOps, and Implementation to deliver seamless, compliant support across the client lifecycle.

• Submit product feedback and feature requests to inform internal improvements and the evolving customer experience.

• Contribute to internal documentation, onboarding tools, and scalable best practices that elevate the SMB client experience.

What you’ll have:

• 3+ years of experience in Customer Success, Implementation, or Account Management—ideally within media, payroll services, or SaaS.

• Proven ability to independently lead client onboarding and deliver tailored platform demos that drive adoption.

• 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.

• Strong communication and organizational skills with a proactive, customer-first mindset.

• Comfort managing a fast-paced, high-volume book of business with diverse support needs.

• Experience collaborating with cross-functional teams including Support, Implementation, RevOps, and Product.

• Proficiency in tools such as Salesforce, Gainsight, or similar CRMs preferred.

Why Join Us

At Wrapbook, creativity meets technology — and not just in the product.

In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, you’ll get access to a team of creative problem solvers and the chance to see your contributions make large impacts. Benefits include:

• Unlimited Paid Time Off

• Work from anywhere in Canada and USA

• Health and Dental benefits

• Up to $1,500 USD/ $2,025 CAD towards IT set up for your home

• Up to 2% matching RRSP / 401K

• Learning and Development opportunities

• Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service

Our Pledge to Fostering an Inclusive and Safe Workplace:

Wrapbook pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.

Apply Now

Have we got your attention? Submit your application today and a member of our Talent team will be in touch with you shortly!

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