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Senior SMB Digital Success Lead, Commercial

WrapbookRemote - US & CanadaClient Operations
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Salary
$103K - $167K USD
Job type
Full-time
Work mode
Remote
Posted
28 Sept 2026
Status
Open · checked 7d ago

About this role

Role Overview

The Senior SMB Digital Success Lead at Wrapbook is a full-time, remote position operating across the United States and Canada. This role suits an experienced customer success professional eager to design and own a proactive, AI-powered support model for commercial small-to-medium-sized business customers.

Key Responsibilities

Serve as the single owner and primary point of contact across Sales, Support, and Partners for the entire Commercial SMB business, managing accounts, cases, outreach, and retention.
Design a proactive success model utilizing AI-assisted engagement to catch risks early while driving onboarding, adoption, and expansion across the entire SMB base.
Manage end-to-end SMB onboarding, including curriculum design, delivery methods, and continuous improvement driven by case queues and agent signals.
Lead the AI agent rollout for the SMB segment by collaborating with the AI team to design models, build, test, and drive adoption of AI agents and the SMB app.
Partner with Sales, Marketing, and RevOps to expand the SMB portfolio, shape adoption campaigns, and align on account segmentation and coverage.
Collaborate with leadership and AI Ops to define performance standards and execute plans to surpass targets.
Act as the voice of the SMB customer by relaying product, process, and enablement insights to internal teams.
Document and share workflows, playbooks, and wins to help scale successful approaches across Commercial Success.

Requirements

Minimum of 3 years of experience in customer success or a related customer-facing position, backed by a proven track record of managing retention and expansion results.
Practical AI building experience involving building, tuning, and running AI agents and workflows with an understanding of automation versus human touch.
Strong capability in program ownership and process design, with the ability to transform reactive workflows into measurable motions.
Experience operating at scale to design systems that deliver consistent, proactive support to an entire customer base.
Demonstrated cross-functional influence without authority across AI, RevOps, Marketing, and Support teams.
High comfort level with ambiguity and the ability to act as the single point of contact for a major customer segment.

Nice to Have

Prior background in either the commercial entertainment sector or the FinTech industry.

Skills and Tools

Customer success management
AI agent and workflow building
Program ownership and process design
Cross-functional leadership
Account retention and expansion

Salary and Benefits

Annual salary range between $103,000 and $167,000 USD
Unlimited Paid Time Off
Location flexibility to work remotely from anywhere in the United States and Canada
Comprehensive health and dental benefits
Home office setup stipend up to $1,500 USD or $2,025 CAD
Retirement savings matching up to 2% through RRSP or 401(k)
Learning and development opportunities
Monthly internet and cell phone service stipend up to $50 USD or $67.50 CAD

About the Company

Wrapbook serves as the AI platform for production finance, offering a system of action that allows finance teams to control their entire production workflow from payroll to spend and accounting. Tailored for feature films, television, and commercials, the company is trusted by major entertainment teams including Netflix, Paramount, and Anonymous Content. Backed by prominent investors like Andreessen Horowitz, Bessemer Venture Partners, and Jeffrey Katzenberg's WndrCo, a team of over 350 employees utilizes artificial intelligence to transform production finance operations.

How to Apply

To submit an application for this remote position, visit the official Wrapbook careers page.

Questions candidates ask

What is the salary range for the Senior SMB Digital Success Lead?

The annual salary for this position ranges from $103,000 to $167,000 USD.

Is this job fully remote?

Yes, this role is remote and open to candidates located anywhere in the United States and Canada.

How much experience is required for this role?

Candidates must have at least 3 years of experience in customer success or a similar customer-facing role with a track record of driving retention and expansion.

What specific AI skills are needed for this position?

Candidates need real AI building experience, including the ability to build, tune, and run AI agents and workflows while determining what to automate versus what requires human intervention.

What benefits are included with employment at Wrapbook?

Benefits include unlimited paid time off, health and dental coverage, an IT home setup stipend, a 401(k) or RRSP match up to 2%, learning opportunities, and an internet and cell phone stipend.

Ready to apply?

The application is on the official Wrapbook careers page.

Apply on company site