Customer Success Operations Manager

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 - Customer Success Operations Manager - Remote (USA / Canada)

Wrapbook is building the operating system for the project economy in one of the most complex payroll and compliance environments in the world. As we scale, growth depends not just on demand—but on operational reliability, execution capacity, and customer trust.

Revenue Operations owns the systems, data, and operating rigor that enable scalable growth. The Customer Success Operations Manager reports to the Head of Revenue Operations and serves on the leadership team of Wrapbook’s Customer Success organization within Client Operations, partnering directly with the Head of Customer Success and functional leaders across Onboarding, Customer Success, and Support to shape operating strategy and execution priorities.

This role blends operational insight and systems execution—identifying friction in post-sale workflows, translating ambiguity into clear requirements, and implementing scalable, Salesforce-enabled solutions that improve reliability, efficiency, and customer experience.

This is a build-mode role requiring someone who can think analytically and drive systems execution—either implementing scalable workflow solutions directly or translating requirements into clear technical designs for implementation.

What You'll Do:

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.

What You'll Have:

• 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 & Technical Fluency

• Strong working knowledge of Salesforce (Service Cloud, reporting, dashboards, Flows).

• Ability to implement solutions via direct Salesforce configuration, lightweight customization, or by producing detailed technical requirements for execution by the GTM Systems Architect or Developer.

• Comfort working across adjacent tools (support platforms, telephony, chat, email) and ensuring clean integration and reliable data capture.

• Salesforce Administrator Certification (Plat-Admn-201) — Required

• Salesforce Business Analyst (BA-201) — Nice to have

• Salesforce Advanced Administrator (Plat-Admn-301) — Nice to have

Why Join Us

At Wrapbook, 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:

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!

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