Manager of Mid-Market Film & Television Customer Success, Wrapbook
$110.4-174.4k
Salary dependent on location. All Locations in Canada: CA$110.4K – CA$150.4K
Media production payroll & insurance solution
Open for applications
Media production payroll & insurance solution
201-500 employees
Open for applications
$110.4-174.4k
Salary dependent on location. All Locations in Canada: CA$110.4K – CA$150.4K
201-500 employees
Company mission
Wrapbook's mission is to make the lives of those working in production better.
Role
Who you are
- This is a high-impact leadership role for someone who thrives at the intersection of customer advocacy, operational excellence, and people development
- 6–10+ years of experience in Customer Success or a related client-facing role in a tech environment (entertainment, production accounting, or payroll experience strongly preferred)
- 2–5+ years of people leadership experience managing Customer Success, Account Management, or similar client-facing teams
- Proven success driving retention, upsell readiness, and client satisfaction across a mid-market book
- Demonstrated strength in managing escalations and fostering cross-functional accountability
- Deep operational excellence: experience optimizing SLAs, engagement cadences, and process adherence
- Strong analytical skills for client health tracking, usage analysis, and GPV modeling
- Exceptional written and verbal communication; skilled at expectation-setting and coaching through complexity
- Comfort operating in a fast-paced, high-growth environment with evolving systems and processes
What the job involves
- Wrapbook is seeking an experienced and people-driven Manager of Mid-Market Film & Television Customer Success to lead our growing team of Mid-Market Customer Success Managers serving some of the industry’s most dynamic production clients
- Reporting directly to the Director, Film & Television Operations & Success, you’ll oversee a team of Mid-Market Customer Success Managers responsible for proactive client engagement, retention, and growth across Wrapbook’s Mid-Market Film & Television segment
- Your mission: scale a world-class success function that drives retention, growth, and exceptional client experience through proactive engagement, cross-functional excellence, and thoughtful leadership
- You’ll coach your team to master the art of being both strategic advisors and operational quarterbacks, ensuring our customers achieve measurable value while internal teams operate in sync
- Lead, develop, and inspire a team of 6 Mid-Market Customer Success Managers (with potential for expansion and future team leads)
- Establish team operating rhythms for account health reviews, escalations, and customer engagements
- Foster a culture of proactive ownership, structured documentation, and collaborative problem-solving
- Provide regular coaching and development toward CSM IC3–IC5 career levels
- Drive retention, CSAT, and NPS outcomes across the mid-market portfolio
- Partner with CSMs to identify expansion opportunities through GPV, usage, and product adoption trends
- Standardize quarterly business reviews (QBRs) and customer engagement cadences that tie feature enablement to customer goals
- Serve as the management quarterback for complex client escalations: assigning clear owners, setting timelines, and ensuring alignment across PayOps, Labor Relations, Product, and Implementation
- Enforce operational rigor across pre-payroll audits, readiness checks, case triage, SLA compliance, and documentation hygiene
- Surface systemic patterns in escalations and partner cross-functionally to drive resolution at root cause
- Partner with FTV Implementation on seamless client handoffs and post-onboarding success readiness
- Collaborate with PayOps, Labor Relations, Benefits, RevOps, and Product to resolve issues, influence roadmap priorities, and enhance the client experience
- Contribute to Wrapbook’s Voice of Customer program, translating client insights into structured, prioritized feedback
- Standardize CSM playbooks, engagement decks, dashboards, and blockers tracking tools
- Contribute to internal enablement by developing job aids, FAQs, and SOPs
- Maintain clean, consistent data across systems
- Partner with departmental and executive leadership to scale operating systems and performance visibility as the team grows
Our take
Payroll systems for the production industry are long outdated, with the vast majority of administration still being completed manually, in person, and on paper. This forces cast and crew members to loose many hours in unpaid work and drives up production costs.
Wrapbook's app helps cast and crew complete onboarding, submit timecards and track payments. It offers touch and face ID and helps users track various filings as they pass through the system. Its position as one of the country’s only entertainment-compliant companies of its kind has given it a strong head start in its field.
The company's product is used by well-known production companies such as CollegeHumor, Creative Blood and JN, and serves over 1,000 companies in total. In 2021, commitments from new and existing investors boosted Wrapbook’s valuation to $1 billion, earning it unicorn status. With this funding, it has continued to bolster its payroll platform and workforce to best support the needs of production companies.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
230% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2024
$20m
LATE VC
Nov 2021
$100m
SERIES B
Total funding: $150.4m
Company benefits
- Health & Benefits - choose from several customizable plans, including vision and dental
- Minimum Time Off - Everyone is encouraged to take at least 3 weeks off annually
- 401K & RRSP
- Work Remotely
- IT Setup for Your Home
- Lifestyle Perks - Wrapbook employees get a monthly stipend to treat themselves
- Stock Options
- Parental Leave
Company HQ
Midtown Manhattan, New York, NY
Leadership
Cameron Woodward
(Co-Founder)Director of Interactive Marketing at Invisible Children. Next, Co-founded and Executive produced Sprinkle Lab for 8 years. Went on to Found and serve as CEO of Film Casualty Insurance Agency.
Naysawn Naji
(Co-Founder)Early career as a Programmer at McGill University. Became a Software Developer at Xiphos Technologies. For over 4 years was Program Manager at Microsoft. Founded artSumo.com. For 5 years was CTO of Grupo Regalii.
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