Wrapbook is seeking an experienced and people-driven Manager of Mid-Market Film & Television Customer Success to lead our growing team serving some of the industry’s most dynamic production clients. Reporting directly to the Director, Film & Television Operations & Success, you’ll oversee a team responsible for proactive client engagement, retention, and growth. This is a high-impact leadership role for someone who thrives at the intersection of customer advocacy, operational excellence, and people development.
What You'll Do
- 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.
What We're Looking For
- 6–10+ years of experience in Customer Success or a related client-facing role in a tech environment.
- 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.
Nice to Have
- Entertainment, production accounting, or payroll experience strongly preferred.
Team & Environment
You will manage a team of 6 Mid-Market Customer Success Managers (with potential for expansion) and report directly to the Director, Film & Television Operations & Success.
Benefits & Compensation
- 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
Work Mode
This position operates in a local-country work mode and is open to candidates in the USA and Canada.
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