Senior SMB Digital Success Lead, Wrapbook
Commercial
$103-167k
Salary dependent on US location. Zone C: All Locations in Canada CA$103K – CA$142K
Media production payroll & insurance solution
Be an early applicant
Media production payroll & insurance solution
201-500 employees
Be an early applicant
$103-167k
Salary dependent on US location. Zone C: All Locations in Canada CA$103K – CA$142K
201-500 employees
Company mission
To make the lives of those working in production better.
Role
Who you are
- 3+ years in customer success or a similar customer-facing role, and a track record of owning retention and expansion outcomes
- Real AI building skills, not just AI usage. You've built, tuned, and run AI agents and workflows, and you know what to automate and what needs a human
- Strong program ownership and process design. You can own a deliverable others execute, and rebuild an undocumented, reactive motion into a measurable one
- Comfort working at scale, designing systems that serve the entire SMB base well — so every customer gets consistent, proactive support
- Cross-functional influence without authority (AI, RevOps, Marketing, Support), comfort with ambiguity, and the credibility to be the single point of contact for a whole segment
- Prior experience in the commercial entertainment or FinTech sectors is preferred but not required
What the job involves
- We're looking for a Sr. SMB Digital Success Lead to build how Wrapbook serves its Commercial SMB customers. You'll own the SMB business end to end and turn it into a proactive success model where onboarding is faster, risks are caught early, and customers get help when it matters — all starting from what customers actually do, at scale
- SMB is where our agent-first approach to Customer Success moves fastest — the segment where you can shape what proactive, AI-powered success looks like. If you'd rather design a model than inherit one, this is a rare shot to set the standard for how a whole segment gets served
- Own the Commercial SMB business (accounts, cases, outreach, and retention) as the single owner and point of contact across Sales, Support, and Partners
- Build a success model that catches risk early and drives onboarding, adoption, and expansion across the whole SMB base through AI-assisted engagement
- Own SMB onboarding fully: the curriculum, how it's delivered, and the results. Keep improving it based on what the case queue and agent signals tell you about where customers get stuck
- Lead the agent rollout for SMB. Work with the AI team to design the model and to build, test, and drive adoption of the AI agents and SMB app. Own every agent that touches SMB, from requirements through adoption
- Work with Sales, Marketing, and RevOps to grow the SMB portfolio: surface expansion and Mid-Market opportunities, shape adoption campaigns, and align on segmentation and coverage so every account gets the right level of service
- Partner with your leader and AI Ops to define what good looks like and execute on the plan to exceed those targets
- Be the voice of the SMB customer. Bring product, process, and enablement insights from the front line back to the teams who can act on them
- Help scale what works across Commercial Success. Document and share workflows, wins, and playbooks so the approach can grow beyond SMB
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: $150.3m
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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