Customer Success Manager, Wrapbook

• Industry Knowledge: 3+ years in commercial union payroll or a related field; 2+ years in a customer-facing role preferred
• Organizational Rigor: Proven ability to manage multiple priorities with structure, accuracy, and reliability
• Excellent Communication: Strong writing and verbal skills—able to explain complex topics with clarity
• Customer Focus: A proactive mindset and desire to help clients succeed by solving problems and removing obstacles
• Platform Familiarity: Confidence working with CRMs (e.g., Salesforce), support tools, and modern SaaS products
• Union Acumen: Understanding of commercial union rules and production workflows is a plus

Desirable

• We’re hiring a Customer Success Manager III to join our Commercial Union team
• In this strategic leadership role, you’ll set the benchmark for excellence across the Success and Client Operations Organization
• You’ll drive initiatives that elevate how Wrapbook serves its customers, manages internal processes, and collaborates across departments
• You will be the voice of the broader Customer Success organization in cross-functional forums, guiding product roadmapping and aligning internal stakeholders on key customer priorities
• By managing Wrapbook’s most complex and high-value commercial union clients, you’ll model best-in-class engagement, strategy, and operational rigor, mentoring others while influencing the evolution of our client experience
• Manage a Portfolio of Commercial Union Clients: Own a book of mid-market accounts and deliver timely, value-driven engagements that support client retention and growth
• Systematize Success: Use CRM tools and internal workflows to ensure no ball is dropped—log interactions, track deliverables, and follow up with precision
• Drive Adoption: Ensure clients are onboarded effectively, trained on key functionality, and progressing toward their goals using Wrapbook’s platform
• Collaborate Cross-Functionally: Partner with internal teams to resolve customer issues efficiently and escalate when appropriate to deliver timely solutions
• Proactively Monitor Health: Watch for early signs of churn or dissatisfaction, and take action to course-correct before issues escalate
• Execute Communication Obligations: Complete internal and external comms, including CTAs, EBRs, check-ins, and escalations in a clear, timely, and professional manner
• Contribute to Team-Wide Process Improvements: Offer feedback and participate in initiatives aimed at improving CSM operations, tooling, or workflows