Wrapbook

Wrapbook

Customer Success Systems & Operations Manager

Remote - US & Canada

Sponsorship not specifiedDetected 154 days ago
SalesforceCustomer SuccessLeadership

About the role

  • Built for feature films, TV, and commercials, Wrapbook is trusted by teams at Netflix, Paramount, Anonymous Content, and more.
  • As we scale, growth depends not just on demand-but on operational reliability, execution capacity, and customer trust.
  • Submit your application today and a member of our Talent team will be in touch with you shortly! #LI-Remote

Responsibilities

  • Identify and analyze breakdowns across onboarding, customer success, and support workflows.
  • Partner with post-sale leadership to align on business definitions of success, service levels, and operating priorities.
  • Design & Implement Scalable Solutions
  • 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.
  • Support Customer Success-led WBR, MBR, and QBR cadences by ensuring dashboards and reporting are aligned to agreed definitions.
  • 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 working knowledge of Salesforce (Service Cloud, reporting, dashboards, Flows).
  • Salesforce Administrator Certification (Plat-Admn-201) - Required

Nice to have

  • Salesforce Business Analyst (BA-201) - Nice to have
  • Salesforce Advanced Administrator (Plat-Admn-301) - Nice to have

Compensation

  • Up to $1,500 USD/ $2,025 CAD towards IT set up for your home
  • Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service

Benefits

  • Unlimited Paid Time Off
  • Health and Dental benefits
  • Learning and Development opportunities
  • Benefits include:

Company info

  • Wrapbook is the AI platform for production finance. We're building a system of action that puts finance teams in control of their whole production, from payroll, to spend, to accounting.
  • Built for feature films, TV, and commercials, Wrapbook is trusted by teams at Netflix, Paramount, Anonymous Content, and more. With backing from Andreessen Horowitz, Bessemer Venture Partners, and Jeffrey Katzenberg's WndrCo, our team of 350+ is using AI to transform how finance teams work and empower them to do more with less.
  • The Opportunity - Customer Success Systems & 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.
  • 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.
  • Wrapbook is the AI platform for production finance.
  • We're building a system of action that puts finance teams in control of their whole production, from payroll, to spend, to accounting.
  • With backing from Andreessen Horowitz, Bessemer Venture Partners, and Jeffrey Katzenberg's WndrCo, our team of 350+ is using AI to transform how finance teams work and empower them to do more with less.
  • Wrapbook is building the operating system for the project economy in one of the most complex payroll and compliance environments in the world.
  • 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.
  • Diagnose & Clarify Operational Challenges
  • Diagnose root causes of operational friction and translate them into clear, prioritized problem statements.
  • Translate diagnosed operational challenges into clear, prioritized system and process requirements aligned to business outcomes.
  • 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.
  • 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.
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This listing is sourced directly from Wrapbook's careers page and normalized into a canonical job model.