Full-Time Customer Success Manager III

About Us:Wrapbook is a smart, intuitive platform for production payroll and accounting. We connect production, accounting, cast, and crew in one place. Wrapbook empowers teams to manage projects, pay, track expenses, and generate insights, enabling workers to manage timecards and onboard.

The Opportunity:We're hiring a Customer Success Manager III to join our Commercial Union team. You'll set benchmarks for excellence in Success and Client Operations. You'll drive initiatives for better customer service, internal processes, and cross-departmental collaboration. You'll be the voice of Customer Success in cross-functional forums, guiding product roadmapping and aligning on key customer priorities.

What You'll Do:

• Manage a portfolio of mid-market commercial union clients, supporting retention and growth.
• Systematize success using CRM tools and internal workflows to ensure no tasks are missed.
• Drive adoption by ensuring effective onboarding, training, and progress toward client goals.
• Collaborate with internal teams to resolve client issues, escalating when needed.
• Proactively monitor for churn and dissatisfaction, taking action to prevent issues.
• Execute internal and external communication (CTAs, EBRs, check-ins, escalations).
• Contribute to process improvements for CSM operations, tooling, or workflows.

What You'll Have:

• 3+ years in commercial union payroll or related field; 2+ years in a customer-facing role preferred.
• Proven ability to manage multiple priorities with structure and accuracy.
• Strong writing and verbal communication skills.
• Proactive mindset to help clients succeed.
• Confidence using CRMs, support tools, and SaaS products.
• (Nice to Have): Understanding of commercial union rules and production workflows; experience in B2B software; proficiency with Salesforce, Gainsight, and Notion.

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