Customer Success Manager III, Film & Television

About Us:

Wrapbook is the AI platform for production finance. We’re building a system of action that puts finance teams in control of their whole production, from payroll, to spend, to accounting.

Built for feature films, TV, and commercials, Wrapbook is trusted by teams at Netflix, Paramount, Anonymous Content, and more. With backing from Andreessen Horowitz, Bessemer Venture Partners, and Jeffrey Katzenberg's WndrCo, our team of 350+ is using AI to transform how finance teams work and empower them to do more with less.

The Opportunity - Customer Success Manager III, Film & Television (Remote - USA / CANADA)

Wrapbook is seeking a skilled and strategic Customer Success Manager (CSM) to join our Film & Television (FTV) team, with a focus on Mid-Market clients. In this role, you will serve as the primary relationship owner post-onboarding, driving feature adoption, account growth, and long-term client satisfaction.

You will manage a book of business spanning union and non-union productions, acting as the strategic lead while partnering closely with Paymasters, Implementation, Labor Relations, and RevOps to deliver a high-touch, concierge client experience. This is a hands-on role for someone who excels at balancing strategic engagement with daily operational support in a fast-paced, highly collaborative environment.

What you’ll do:

• 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.

What you’ll have:

• 3+ years of experience working in a film and television finance, payroll, or production.