# Customer Success Manager III, Film & Television

**Company:** [Wrapbook](https://hotfix.jobs/companies/wrapbook)
**Location:** Remote
**Role:** Customer Success
**Salary:** $74k – $120k/yr
**Experience:** 3+ years
**Skills:** Payroll Processing, Film Production, Television Production, Client Relationship Management, Account Management, Feature Adoption, Quarterly Business Reviews, Union Workflows, Non-Union Workflows, Customer Health Monitoring
**Posted:** 2026-01-19

> Manages portfolio of mid-market Film & Television clients post-onboarding, driving feature adoption, account growth, retention, and compliant payroll processing in collaboration with cross-functional teams. Requires 3+ years in FTV finance, payroll, or production with strong consultative sales skills.

## Job Description

## 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.

## 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

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