Customer Success AI and Automation Lead, Wrapbook
$110.4-174.4k
Actual salary range is dependent on location. All Locations in Canada CA$110.4K – CA$150.4K
Media production payroll & insurance solution
Be an early applicant
Media production payroll & insurance solution
201-500 employees
Be an early applicant
$110.4-174.4k
Actual salary range is dependent on location. All Locations in Canada CA$110.4K – CA$150.4K
201-500 employees
Company mission
To make the lives of those working in production better.
Role
Who you are
- You are a pragmatic systems thinker who enjoys redesigning how work gets done
- You likely have experience in Customer Success Operations, Business Operations or RevOps, process improvement or automation, AI-enabled workflow design, or product or program management in operational environments
- This role requires someone who can bridge strategic thinking with hands-on execution
- You are also comfortable mapping workflows in detail, running structured experiments, and measuring operational ROI
- You collaborate effectively with engineers, influence frontline teams, and communicate clearly across both technical and non-technical stakeholders
- You do not need to be a software engineer, but you must be technically fluent and capable of executing on automation design in partnership with technical teammates
- This is not a back-office builder role, it requires strong communication, cross-functional partnership, and the ability to drive adoption
What the job involves
- We are seeking a systems-minded AI Systems Manager to help evolve Client Success and Support through AI-enabled workflow redesign, structured experimentation, and measurable capacity creation
- You will report to the Director of AI & Operational Transformation and partner closely with Customer Success and Support leadership. This is a hands-on execution role that combines process mapping, experimentation, automation design, and cross-functional influence
- Conduct structured time and workflow audits across Success and Support
- Identify high-impact, repeatable manual workflows
- Map processes end-to-end including inputs, decisions, and exceptions
- Design and launch AI-assisted workflows used consistently by CSMs
- Quantify and validate annualized hours saved
- Ensure reclaimed time translates into proactive engagement, not reactive drift
- Identify leading indicators in a consumption-based model (usage patterns, friction events, anomalies)
- Run structured micro-pilots to validate signal usefulness
- Track false positives, investigation cost, and intervention outcomes
- Evolve validated signals into a practical prioritization model
- Ensure signals drive clear CSM action, not dashboards
- Translate mapped workflows into AI-ready playbooks
- Build and deploy automations directly using Salesforce Flow, Zapier, Airia, Pendo, or similar platforms
- Start with small, high-leverage automation slices before expanding scope
- Iterate based on usage and feedback
- Partner directly with frontline CSMs and Support teams
- Drive weekly usage of deployed workflows
- Gather feedback and continuously improve
- Document learnings to enable replication across other functions
- What Success Looks Like
- Measurable annualized capacity creation across Success and Support
- Clear shift in CSM time allocation from reactive to proactive work
- Validated leading signals that improve prioritization
- A documented, reusable playbook for broader rollout
Our take
Payroll systems for the production industry are long outdated, with the vast majority of administration still being completed manually, in person, and on paper. This forces cast and crew members to loose many hours in unpaid work and drives up production costs.
Wrapbook's app helps cast and crew complete onboarding, submit timecards and track payments. It offers touch and face ID and helps users track various filings as they pass through the system. Its position as one of the country’s only entertainment-compliant companies of its kind has given it a strong head start in its field.
The company's product is used by well-known production companies such as CollegeHumor, Creative Blood and JN, and serves over 1,000 companies in total. The company has earned Unicorn status, and continues to enhance the capabilities of its payroll platform such as through the acquisition of scheduling platform Cinapse.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
230% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2024
$20m
LATE VC
Nov 2021
$100m
SERIES B
Total funding: $150.5m
Company benefits
- Health & Benefits - choose from several customizable plans, including vision and dental
- Minimum Time Off - Everyone is encouraged to take at least 3 weeks off annually
- 401K & RRSP
- Work Remotely
- IT Setup for Your Home
- Lifestyle Perks - Wrapbook employees get a monthly stipend to treat themselves
- Stock Options
- Parental Leave
Company HQ
Midtown Manhattan, New York, NY
Leadership
Cameron Woodward
(Co-founder)Director of Interactive Marketing at Invisible Children. Next, Co-founded and Executive produced Sprinkle Lab for 8 years. Went on to Found and serve as CEO of Film Casualty Insurance Agency.
Ali Javid
(CEO & Co-founder)Formerly VP of Business Development at Body Labs, Business Development Manager at Intel Corporation and Director of Strategy and Finance at WebTuner Corp.
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