Customer Success Manager III

Summary

Join Wrapbook's Film & Television team as a Customer Success Manager (CSM) focusing on Mid-Market clients. You will be the primary point of contact post-onboarding, driving feature adoption, account growth, and client satisfaction. Manage a portfolio of union and non-union productions, collaborating with various teams to deliver exceptional client experiences. This hands-on role requires strategic engagement and daily operational support in a fast-paced environment. You will proactively engage with clients, monitor client health, and provide feedback to improve Wrapbook's product and processes. Contribute to internal documentation and best practice sharing to enhance the Customer Success team.

Requirements

• 3+ years of experience as a film and television paymaster with the ability to break timecards
• 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

Responsibilities

• Own a portfolio of Film & Television Mid-Market 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 (eGPV vs. GPV) 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

Benefits

• 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