Customer Success Manager III, Film & Television

Summary

Join Wrapbook's Film & Television team as a Customer Success Manager, focusing on SMB clients. You will manage a portfolio of clients, guiding them through onboarding, ensuring a smooth Wrapbook experience, and driving long-term value. Lead onboarding engagements, support ongoing adoption, and collaborate with cross-functional teams. Monitor client health, identify risks and opportunities, and contribute to internal improvements. The ideal candidate has 3+ years of experience in Customer Success, Implementation, or Account Management, ideally within media, payroll services, or SaaS. Proven ability to lead client onboarding and deliver demos is essential. Familiarity with payroll operations in entertainment is a plus.

Requirements

• 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
• 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

Responsibilities

• 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

Preferred Qualifications

• Understanding of production accounting workflows (e.g., episodic or short-term projects) is a plus, but not required
• Proficiency in tools such as Salesforce, Gainsight, or similar CRMs preferred

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