Experienced Full Stack Customer Success Manager III – Film & Television (Mid-Market Focus) at arenaflex
At arenaflex, we're revolutionizing the way film and television productions manage payroll and accounting. Our innovative platform, Wrapbook, empowers production teams to streamline their workflows, reduce errors, and increase productivity. As a seasoned Customer Success Manager III, you'll play a critical role in driving client satisfaction, adoption, and growth within our Film & Television (FTV) Mid-Market segment.
About arenaflex
arenaflex is a fast-growing technology company that's changing the face of the entertainment industry. Our mission is to provide a unified payroll platform that seamlessly connects production, accounting, cast, and crew, all in one place. With a growing team of 250+ people across the USA and Canada, including entertainment and technology experts from top-tier companies, arenaflex is backed by top investors and has raised $130M in funding.
The Opportunity
We're seeking a skilled and strategic Customer Success Manager (CSM) to join our FTV team, with a focus on Mid-Market clients. As a CSM, you'll serve as the primary relationship owner post-onboarding, driving feature adoption, account growth, and long-term client satisfaction. You'll manage a book of business spanning union and non-union productions, acting as the strategic lead while partnering closely with Paymasters, Implementation, Labor Relations, and RevOps to deliver a high-touch, concierge client experience.
Key Responsibilities
* Own a portfolio of Film & Television Mid-Market clients post-onboarding, serving as their strategic partner and primary point of contact.
* Drive client success by deepening relationships, increasing feature adoption, and identifying opportunities for account growth and retention.
* Collaborate closely with Paymasters to ensure accurate, compliant payroll processing and seamless day-to-day operations.
* Lead proactive engagements—including health checks, product roadmap discussions, and quarterly business reviews—tailored to client goals and complexity.
* Monitor client health and payroll volume trends (eGPV vs. GPV) to surface risks early, drive insights, and flag upsell opportunities.
* Act as the voice of the customer by submitting feedback and feature requests into arenaflex's product development and internal improvement processes.
* Navigate union and non-union workflows, adapting to the unique needs of each client while maintaining a high standard of service.
* Partner cross-functionally with Product, RevOps, Labor Relations, Implementation, and Support to solve complex challenges and continuously improve the customer experience.
* Contribute to internal documentation, enablement, and best practice sharing to level up the broader Customer Success team.
Essential Qualifications
* 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.
* Ability to strategically work through problems to identify the root cause and create action plans to resolve them.
* Intense sense of ownership and urgency to resolve customer issues.
* Thrive in a dynamic and collaborative environment and are comfortable working through ambiguity.
Preferred Qualifications
* Experience working with film and television production companies, particularly in the Mid-Market segment.
* Knowledge of payroll processing, accounting, and labor relations in the entertainment industry.
* Familiarity with arenaflex's platform and services.
* Strong analytical and problem-solving skills.
* Ability to work in a fast-paced environment with multiple priorities and deadlines.
Why Join arenaflex
At arenaflex, 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 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
arenaflex 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.
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