Film & TV Customer Success Manager

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 Opportunity - (Remote - USA / CANADA)

We are seeking an experienced Film and Television Paymaster to join our world class Customer Success team. In this role you will proactively manage a portfolio of film and television customers with direct ownership of customer onboarding, feature adoption, customer satisfaction, payroll review, and customer retention. We’re seeking someone with extensive knowledge of film and television union contracts, ready to excel in ensuring seamless payroll operations.

What you’ll do:

• Lead customer onboarding to ensure customers are trained and prepared to be successful with Wrapbook.
• Proactive customer engagements at key tollgates in the customer lifecycle focused on customer satisfaction, process improvements and customer retention.
• Drive adoption of feature enhancements to ensure customers are receiving the full value of their Wrapbook service.
• Be a champion for the customer by sharing process improvements, product enhancement requests, and overall feedback to improve the customer experience.
• Demonstrated ability to partner with internal stakeholders to drive process and product improvements to improve the customer experience.
• Comfortable having difficult conversations and has experience setting and managing customer expectations.
• Skilled at being able to engage customers to find out more about their business with a casual, curious tone.
• Ability to synthesize complex collective bargaining agreements and simple mathematical rules.
• On a case by case basis manually review and calculate timecards for compliance and payroll processing according to contractual terms.

What you’ll have:

• 3+ years of experience as a film and television paymaster with the ability to break timecards.

• 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 $1500 towards IT set up for your home
• Up to 2% matching RRSP / 401K
• Learning and Development opportunities
• Up to $50 USD/ $66.50 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.

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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