Customer Success Manager III

About Us:Wrapbook is a smart, intuitive platform that makes production payroll and accounting easier, faster, and more secure. We provide a unified payroll platform that seamlessly connects your entire team—production, accounting, cast, and crew—all in one place. Wrapbook empowers production teams to manage projects, pay cast and crew, track expenses, and generate data-driven insights, while enabling workers to manage timecards, track pay, and onboard to new projects from any device. Wrapbook brings clarity and dependability to production payroll, while increasing the productivity of your whole team.Trusted by companies of all sizes, Wrapbook powers payroll for some of the industry’s top production companies, including SMUGGLER, Tuff, and GhostRobot. Our growing team of 250+ people across the USA and Canada, including entertainment and technology experts from SAG-AFTRA, DGA, IATSE, Teamsters, Amazon, Microsoft, Facebook, and more. Wrapbook is backed by top-tier investors, including Jeffrey Katzenberg’s WndrCo, Andreessen Horowitz, and A* Capital. We have raised $130M and are in a strong financial position.The OpportunityWe’re hiring a Customer Success Manager III to join our Commercial Union team. In this strategic leadership role, you’ll set the benchmark for excellence across the Success and Client Operations Organization. You’ll drive initiatives that elevate how Wrapbook serves its customers, manages internal processes, and collaborates across departments.You will be the voice of the broader Customer Success organization in cross-functional forums, guiding product roadmapping and aligning internal stakeholders on key customer priorities. By managing Wrapbook’s most complex and high-value commercial union clients, you’ll model best-in-class engagement, strategy, and operational rigor, mentoring others while influencing the evolution of our client experience.What You’ll DoManage a Portfolio of Commercial Union Clients: Own a book of mid-market accounts and deliver timely, value-driven engagements that support client retention and growth.Systematize Success: Use CRM tools and internal workflows to ensure no ball is dropped—log interactions, track deliverables, and follow up with precision.Drive Adoption: Ensure clients are onboarded effectively, trained on key functionality, and progressing toward their goals using Wrapbook’s platform.Collaborate Cross-Functionally: Partner with internal teams to resolve customer issues efficiently and escalate when appropriate to deliver timely solutions.Proactively Monitor Health: Watch for early signs of churn or dissatisfaction, and take action to course-correct before issues escalate.Execute Communication Obligations: Complete internal and external comms, including CTAs, EBRs, check-ins, and escalations in a clear, timely, and professional manner.Contribute to Team-Wide Process Improvements: Offer feedback and participate in initiatives aimed at improving CSM operations, tooling, or workflows.What You’ll HaveIndustry Knowledge: 3+ years in commercial union payroll or a related field; 2+ years in a customer-facing role preferred.Organizational Rigor: Proven ability to manage multiple priorities with structure, accuracy, and reliability.Excellent Communication: Strong writing and verbal skills—able to explain complex topics with clarity.Customer Focus: A proactive mindset and desire to help clients succeed by solving problems and removing obstacles.Platform Familiarity: Confidence working with CRMs (e.g., Salesforce), support tools, and modern SaaS products.Union Acumen: Understanding of commercial union rules and production workflows is a plus.Nice to HavesExperience working in a B2B Software company in a customer-facing role.Strong experience with tools such as Salesforce, Gainsight, and Notion.Why Join UsAt 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 OffWork from anywhere in Canada and USAHealth and Dental benefitsUp to $1,500 USD/ $2,025 CAD towards IT set up for your homeUp to 2% matching RRSP / 401KLearning and Development opportunitiesUp to $50 USD/ $67.50 CAD towards Internet/Cell phone serviceOur 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.Apply NowHave we got your attention? Submit your application today and a member of our Talent team will be in touch with you shortly!#LI-Remote

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