Manager, Mid-Market Film & Television Customer SuccessWrapbook • Charleston, SC, US
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Manager, Mid-Market Film & Television Customer Success
Wrapbook • Charleston, SC, US
[job_card.30_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]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. 610+ years of experience in Customer Success or a related client-facing role in a tech environment (entertainment, production accounting, or payroll experience strongly preferred). 25+ 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. 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
Manager, Mid-Market Film & Television Customer Success (Remote - USA / Canada)
Wrapbook is seeking an experienced and people-driven Manager of Mid-Market Film & Television Customer Success to lead our growing team of Mid-Market Customer Success Managers serving some of the industry's most dynamic production clients.
Reporting directly to the Director, Film & Television Operations & Success, you'll oversee a team of Mid-Market Customer Success Managers responsible for proactive client engagement, retention, and growth across Wrapbook's Mid-Market Film & Television segment.
Your mission : scale a world-class success function that drives retention, growth, and exceptional client experience through proactive engagement, cross-functional excellence, and thoughtful leadership. You'll coach your team to master the art of being both strategic advisors and operational quarterbacks, ensuring our customers achieve measurable value while internal teams operate in sync.
This is a high-impact leadership role for someone who thrives at the intersection of customer advocacy, operational excellence, and people development.
Team Leadership & Coaching
- 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 IC3IC5 career levels.
Retention, Growth & Portfolio Quality
Escalation Management & Daily Operations
Cross-Functional Collaboration
Enablement, Process, & Tooling
What You'll Have :
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 :
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.
Apply Now
Have we got your attention? Submit your application today and a member of our Talent team will be in touch with you shortly!
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