Customer Success Manager III

Wrapbook; United States; Remote; USD 74,000 - 120,000; Full time

Job summary

Wrapbook is seeking a talented Customer Success Manager III to join their Commercial Union team. In this pivotal role, you will enhance customer engagements, manage high-value clients, and drive process improvements. The ideal candidate will have significant experience in commercial union payroll and a proactive approach to client success.

Benefits

Unlimited Paid Time Off

Work from anywhere in Canada and USA

Health and Dental benefits

Up to $1,500 USD towards IT setup for your home

Learning and Development opportunities

Qualifications

• Strong writing and verbal skills.
• Proven ability to manage multiple priorities.
• Understanding of commercial union rules is a plus.

Responsibilities

• Manage a portfolio of commercial union clients.
• Drive adoption of Wrapbook’s platform.
• Collaborate with internal teams to resolve customer issues.

Skills

Organizational Rigor

Excellent Communication

Customer Focus

Education

3+ years in commercial union payroll or a related field

2+ years in a customer-facing role

Tools

Salesforce

Gainsight

Notion

Job description

Join to apply for the Customer Success Manager III role at Wrapbook

Join to apply for the Customer Success Manager III role at Wrapbook

This range is provided by Wrapbook. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$74,000.00/yr - $119,900.00/yr

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

We’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 Do

• Manage 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 Have

• Industry 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 Haves

• Experience working in a B2B Software company in a customer-facing role.
• Strong experience with tools such as Salesforce, Gainsight, and Notion.
  
  

Why Join Us

At Wrapbook, creativity meets technology — and not just in the product.

Benefits

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 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
  
  

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!

Compensation Range: $74K - $119.9K

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

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