About this role.
Wrapbook is seeking a Customer Success Manager III for its Film & Television team to manage mid-market clients post-onboarding. This remote role involves driving feature adoption, account growth, and client satisfaction while collaborating with Paymasters, Implementation, and other teams. The ideal candidate has 3+ years of film/TV finance or payroll experience and excels in a fast-paced, collaborative environment. The role offers unlimited PTO, health benefits, and a competitive salary. Wrapbook is an AI platform for production finance trusted by major studios.
Role DNA
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Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
I am writing to express my strong interest in the Customer Success Manager III position for Film & Television at Wrapbook. With over 4 years of experience in film and television production finance and payroll, I have developed a deep understanding of union and non-union workflows, as well as a passion for driving client success through strategic partnership and feature adoption.
In my previous role at a leading payroll services provider, I managed a portfolio of mid-market clients, consistently exceeding retention and growth targets by implementing proactive health checks and quarterly business reviews. I thrive in fast-paced, collaborative environments and excel at identifying opportunities to expand account value while ensuring compliance and operational excellence.
I am particularly drawn to Wrapbook’s innovative AI-driven platform and its mission to transform production finance. I am eager to contribute my expertise in client relationship management and cross-functional collaboration to help Wrapbook continue delivering exceptional value to its film and television clients.
Thank you for considering my application. I look forward to the possibility of discussing how my skills and experience align with the needs of your team.
Sample interview questions
I start by understanding their unique production needs and challenges, then establish regular check-ins and quarterly reviews. I focus on becoming a trusted advisor by proactively offering solutions and ensuring they maximize the platform's value.
At my previous company, I noticed a client using only basic payroll features. I presented a case study on how advanced reporting could save them time. After a demo, they upgraded to a premium package, increasing revenue by 20%.
I first listen to the client's concerns, then collaborate with internal teams to find a compliant solution. For example, I once negotiated a custom workflow for a client with unique union rules, balancing their needs with our operational guidelines.
I have managed payroll for both, navigating SAG-AFTRA, DGA, and IATSE rules. I ensure compliance by staying updated on agreements and using payroll systems that handle complex calculations. I also educate clients on best practices to avoid penalties.
I assess urgency based on payroll deadlines and impact. I use a tiered system: critical payroll issues get immediate attention, while strategic check-ins are scheduled. I also leverage internal support for quick fixes, ensuring all clients feel supported.
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.
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.
Why Join Us
At Wrapbook, creativity meets technology — and not just in the product.
In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, you’ll get access to a team of creative problem solvers and the chance to see your contributions make large impacts. Benefits include:
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
Our Pledge to Fostering an Inclusive and Safe Workplace:
Wrapbook pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.
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