Director of Customer Success, Wrapbook
$148.4-240.9k
Salary dependent on location. Salary range for CAD candidates CAD $148.4K - CAD $202.2K
Media production payroll & insurance solution
Job no longer available
Media production payroll & insurance solution
201-500 employees
Job no longer available
$148.4-240.9k
Salary dependent on location. Salary range for CAD candidates CAD $148.4K - CAD $202.2K
201-500 employees
Company mission
To make the lives of those working in production better.
Role
Who you are
- 7+ years of experience in a customer success leadership role, preferably in the financial technology industry
- Strong leadership and team management skills, with a track record of building and developing high-performing teams
- Exceptional interpersonal and communication skills, with the ability to engage and influence customers and stakeholders at all levels
- Strategic thinker with a deep understanding of customer success principles and best practices
- Analytical mindset, with the ability to leverage data and metrics to drive informed decision-making
- Customer-centric approach and a passion for delivering exceptional customer experiences
- Proven ability to manage multiple priorities and thrive in a fast-paced, dynamic environment
- Experience working with Gainsight and/or Salesforce preferred
- Entertainment payroll experience required
- Bachelor's degree in business, marketing, or a related field (MBA preferred)
What the job involves
- We are seeking a highly skilled and experienced Director of Customer Success to join our dynamic team
- As the Director of Customer Success, you will be responsible for leading and developing a team of customer success managers, ensuring customer satisfaction, and driving customer retention and growth
- Your strategic thinking, exceptional leadership abilities, and deep understanding of customer success principles will be crucial in establishing and maintaining strong customer relationships and maximizing their value and success
- Lead, mentor, and inspire a team of customer success managers, fostering a positive and high-performing culture
- Set clear performance expectations, provide ongoing coaching, and conduct regular performance evaluations
- Collaborate with cross-functional teams, such as Sales, Marketing, and Product, to align customer success strategies with company goals
- Develop and execute a comprehensive customer success strategy that aligns with the company's vision and objectives
- Define and measure key performance indicators (KPIs) to track customer success metrics, including customer satisfaction, retention, expansion, and advocacy
- Identify opportunities for process improvements and implement scalable strategies to enhance the overall customer experience
- Build and maintain strong relationships with key customers, serving as their trusted advisor and advocate within the organization
- Proactively engage with customers to understand their goals, challenges, and needs, and develop tailored plans to drive their success
- Monitor customer health and conduct regular business reviews to identify areas for improvement and growth
- Drive customer retention and expansion by identifying upsell and cross-sell opportunities based on customer needs and product capabilities
- Collaborate with the Sales team to develop account plans and strategies to maximize revenue from existing customers
- Work closely with the Product team to gather customer feedback and insights, and advocate for product enhancements and new features
- Proactively communicate regularly to Sr. leadership the overall health of the entire portfolio with details on each of our top ~15-20 accounts
- Cultivate a strong customer advocacy program by engaging customers as references, collecting testimonials, and facilitating case studies
- Leverage customer success stories to highlight the value and impact of our products and services
- Collaborate with Marketing to develop customer-centric content and enable Sales teams with customer success resources
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. The company has earned Unicorn status, and continues to enhance the capabilities of its payroll platform such as through the acquisition of scheduling platform Cinapse.
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.
Ali Javid
(CEO & Co-founder)Formerly VP of Business Development at Body Labs, Business Development Manager at Intel Corporation and Director of Strategy and Finance at WebTuner Corp.
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