Customer Success Manager, Wrapbook
Film & Television, SMB Focus
$74-119.9k
Salary dependent on US locations. For Canada applicants: CA$74K – CA$100.8K
Media production payroll & insurance solution
Be an early applicant
Media production payroll & insurance solution
201-500 employees
Be an early applicant
$74-119.9k
Salary dependent on US locations. For Canada applicants: CA$74K – CA$100.8K
201-500 employees
Company mission
Wrapbook's mission is to make the lives of those working in production better.
Role
Who you are
- The ideal candidate is self-directed, comfortable with demos and onboarding workflows, and brings some experience in production accounting or payroll operations
- 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
- Understanding of production accounting workflows (e.g., episodic or short-term projects) is a plus, but not required
- 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
- Proficiency in tools such as Salesforce, Gainsight, or similar CRMs preferred
What the job involves
- We’re seeking an experienced Customer Success Manager—or similarly experienced professional—to join our Film & Television team with a focus on SMB clients
- In this role, you’ll own a portfolio of small to mid-sized companies and productions from onboarding through post-launch, ensuring a smooth Wrapbook experience and driving long-term client value
- You’ll guide customers through implementation and their first payroll, support ongoing adoption, and collaborate closely with Paymasters and cross-functional teams to deliver excellent service
- 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
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: $150.5m
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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