Director, Commercial Success

🔥 13 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🏄 California – Remote

🏄 California – Remote

💵 $186k - $256k / year

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 1%

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Wrapbook

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🛡️ Insurance

📦 Logistics

💰 $100M Series B on 2021-11

Consulting • Insurance • Logistics

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

• Own the Commercial Success function across Mid-Market and SMB • Set the Commercial Success vision and 12–18 month plan with targets for logo and revenue retention, net GPV growth, and NPS • Design the coverage model, including high-touch and scaled, signal-driven engagement • Own the capacity plan • Run quarterly operating plans with owners, milestones, and forecasts for renewals, retention, and GPV • Report performance to senior leadership through trends and risk signals • Own the AI strategy for Commercial Success and lead the AI-powered model for SMB and Mid-Market • Shape company and Client Ops decisions for commercial customers across Sales, Product, Operations, AI Ops, and Finance • Co-own the growth motion with Sales leadership from SMB signals to Mid-Market opportunities • Lead and directly manage CSMs • Set expectations, provide feedback, and hold team members accountable • Coach the team on strategic account planning, value conversations, renewal and expansion management, and executive engagement • Run the weekly operating rhythm for renewals, at-risk accounts, and expansion • Identify churn risk and ensure success plans are active • Own executive escalations for key commercial accounts • Convert escalation, NPS, and customer feedback into improvements • Use Claude daily, build agents, and teach the team to use AI tools efficiently • Represent Wrapbook in the Los Angeles commercial production community, at customer offices, on set, and at industry events • Build relationships with producers, executives, and commercial production decision makers

🎯 Requirements

• 10+ years in customer success, account management, or payroll operations • 5+ years leading customer-facing teams • Experience owning a customer segment or function end to end, including setting strategy, building the annual plan, and making the case for investment • Deep knowledge of the commercial production payroll industry, including production companies and payroll services, union and non-union payroll, and producer and production accountant workflows • Track record of owning and improving retention, expansion, and NPS, with measurable results • Experience designing and leading high-touch and scaled or digital customer success motions, including the connecting coverage model • Hands-on coaching experience developing subject matter experts into well-rounded CSMs and future leaders • Hands-on AI fluency; daily use of Claude or similar tools, building skills, agents, or workflow apps, and leading AI-enabled team changes • Strong analytical skills with dashboards, health scores, and churn analysis • Credibility with customers and executives • Track record of presenting strategy to senior leadership • Ability to influence cross-functional leaders without direct authority • Must be based in the Los Angeles area • Ability to work in the United States; application asks whether legally authorized to work in the United States and whether sponsorship is required

🏖️ 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 • Competitive salary • Opportunity to work with creative problem solvers and make large impacts

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