Customer Success Manager- Enterprise

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 - Principal Customer Success Manager - Enterprise (Remote - USA - Los Angeles)
We're seeking a results-driven Principal Customer Success Manager to join our expanding team! In this role, the Principal Customer Success Manager will function as the strategic account manager for a dedicated portfolio within the production industry, encompassing commercial, film, and television sectors. The Principal Customer Success Manager will deliver consultative support by crafting a unified strategy to not only meet current customer needs but also collaborate with clients and internal stakeholders to establish a roadmap and execution plan that aligns with their evolving business requirements.
Developing robust relationships with existing stakeholders and proactively seeking new connections to fuel business growth will be a key focus for the Principal Customer Success Manager. The ideal candidate should be customer-centric, highly motivated, well-versed in entertainment payroll union regulations, and possess excellent organizational skills to manage multiple crucial initiatives simultaneously.
What you'll Do:

• Drive product adoption by collaborating with customers to understand their various lines of business and respective use case needs
• Become a product champion and use this knowledge to effectively guide customers towards their desired outcomes.
• Establish relationships at all seniority levels throughout the organization, and seek opportunities to expand our business relationships.
• Own the growth strategy for our Enterprise accounts, and partner with the customer and internal stakeholders to create an operational roadmap to expand.
• Demonstrate thought leadership and collaborate across numerous internal teams to drive customer satisfaction and future growth
• Create reports and executive business reviews summarizing key KPI improvements and value our customers are realizing with our platform
• Develop and execute comprehensive onboarding and continuous training initiatives to ensure customers are enabled for success.
• Proactively keeps Senior Leadership and cross-functional teams informed on the health of the customer and engage the right parties at the right times as necessary to improve customer satisfaction and prevent churn.
• Keep networking within the industry to stay on top of industry news, trends and competitive moves
• Tackles strategic projects outside of managing their book of business to benefit the team

What You'll Have:

• A customer-focused mindset with a focus on consultative servicing
• Strong verbal and written communication skills with the ability to communicate difficult messages to all levels of leadership.
• The ability to strategically think through problems to identify the root cause and create action plans to resolve them.
• 5+yrs experience in the Entertainment Payroll Industry
• 3+yrs experience supporting Enterprise customers
• Significant experience with commercial, film, and television union agreements
• The ability to calculate, audit, and input above and below the line payroll in accordance with client, employee, union, state, and federal requirements.
• Experience working with Production Accounting Software
• Previous experience at a SaaS company or tech start-up
• Previous salesforce experience strongly preferred
• Prior Success experience is preferred but not required

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 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.
Base Salary Range: $130,000 - $211,000 ( This is not inclusive of any bonus, commission, benefits or equity that might exist in your total compensation package.)
Wrapbook employs individuals across the United States and Canada, and this salary range spans multiple geographic zones based on market benchmark data. Your zone is dependent on where you live. Please discuss with your Talent Partner at Wrapbook to get further details on your zone-specific pay range.
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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