Key skills
Film & Television financeCustomer success managementPayroll processingConsultative sellingProblem-solvingurgencycommunication skillsOwnershipCollaborationCommunicationCustomer Success
About this role
Wrapbook is a smart platform that simplifies production payroll and accounting. The Customer Success Manager will manage relationships with Film & Television clients post-onboarding, focusing on feature adoption and account growth to ensure client satisfaction.
Responsibilities:
- 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
Requirements:
- 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