Customer Success Operations Manager

🕒 February 18

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Wrapbook

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

💸 Finance

💰 $100M Series B on 2021-11

SaaS • Entertainment • Finance

Wrapbook is a smart production payroll and accounting platform built by industry veterans for the entertainment industry. It provides a comprehensive suite of services, including fast onboarding, payroll management, cost tracking, production accounting, and real-time reporting, all within an intuitive interface. The platform is designed to efficiently connect producers, accountants, cast, and crew members, enabling them to manage production finances seamlessly. Wrapbook also offers expert services in union compliance, insurance, and employer-of-record payroll. The platform integrates with leading accounting and production tools, making it the versatile choice for feature films, episodic TV, commercials, and more. With significant investment from Bessemer Venture Partners, Wrapbook is focused on accelerating innovation in production finance and payroll solutions.

📋 Description

• Diagnose & Clarify Operational Challenges • Identify and analyze breakdowns across onboarding, customer success, and support workflows. • Diagnose root causes of operational friction and translate them into clear, prioritized problem statements. • Partner with post-sale leadership to align on business definitions of success, service levels, and operating priorities. • Design & Implement Scalable Solutions • Translate diagnosed operational challenges into clear, prioritized system and process requirements aligned to business outcomes. • Design scalable workflows and operating models across onboarding, customer success, and support to reduce friction and improve reliability. • Implement solutions through Salesforce configuration where appropriate, or produce detailed technical requirements for implementation by the GTM Systems Architect or contractors. • Ensure reliable data capture, signal integrity, and consistent metric definitions across Salesforce and adjacent tools (telephony, chat, support platforms). • Partner with systems stakeholders to evolve solutions in scalable, extensible, and secure ways. • Partner with Success Leadership to proactively build salesforce processes to support scale, complexity, and new vertical expansion (e.g., Film & TV). • Operationalize & Scale Execution • Operationalize post-sale success metrics defined by Customer Success leadership, ensuring they are measurable and trusted in Salesforce as the system of record. • Support Customer Success–led WBR, MBR, and QBR cadences by ensuring dashboards and reporting are aligned to agreed definitions. • Ensure defined capacity assumptions and SLAs are observable in systems (without owning the underlying capacity model). • Reduce reactive firefighting by replacing manual coordination with durable workflows and automation. • Drive change management through documentation, enablement, and adoption support. • Partner with AI Engineering to define requirements for cross-system workflows, while maintaining Salesforce-native automation ownership.

🎯 Requirements

• 3–6+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, Business Systems, or similar roles. • Experience supporting post-sale teams in a B2B SaaS or operationally complex environment. • Experience identifying business problems, structuring requirements, and driving system or process improvements. • Strong analytical skills and comfort using Salesforce and operational data to inform decisions. • Strong systems thinking and process design skills, with a bias toward durable, scalable workflows. • Comfortable operating in build-mode environments where execution ownership is expected. • Strong cross-functional communicator who can navigate ambiguity, align stakeholders, and drive clarity. • Customer-centric, with a bias toward accountability, operational rigor, and continuous improvement. • AI-first / automation-first mindset with disciplined judgment. • Salesforce Administrator Certification (Plat-Admn-201) — Required • Salesforce Business Analyst (BA-201) — Nice to have • Salesforce Advanced Administrator (Plat-Admn-301) — Nice to have

🏖️ Benefits

• 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