About the role

Role Overview

Customer Success Systems & Operations Manager (Remote | USA/Canada) at Wrapbook. You will help scale the Customer Success organization by improving post-sale operational reliability through systems execution and process improvements. The role focuses on diagnosing friction in onboarding, customer success, and support workflows, then implementing scalable, Salesforce-enabled solutions.

Key Responsibilities

Diagnose & Clarify Operational Challenges
- Identify and analyze breakdowns across onboarding, customer success, and support workflows.
- Determine root causes of operational friction and translate them into prioritized problem statements.
- Partner with post-sale leadership to align on success definitions, service levels, and operating priorities.
Design & Implement Scalable Solutions
- Convert operational challenges into clear system/process requirements tied to business outcomes.
- Design scalable workflows and operating models across onboarding, Customer Success, and Support to improve reliability and efficiency.
- Implement solutions via Salesforce configuration when appropriate, or create detailed technical requirements for implementation by the GTM Systems Architect/contractors.
- Ensure reliable data capture, consistent metric definitions, and signal integrity across Salesforce and adjacent tools (e.g., telephony, chat, support platforms).
Operationalize & Scale Execution
- Operationalize Customer Success metrics in Salesforce as the system of record.
- Support WBR/MBR/QBR reporting cadences by aligning dashboards and reporting to agreed definitions.
- Ensure SLAs and capacity assumptions are observable in systems (without owning the underlying capacity model).

Requirements

Strong analytical and systems-execution mindset; ability to translate ambiguity into clear requirements.
Experience improving post-sale/Customer Success operations and workflows.
Ability to implement Salesforce-based solutions and/or write technical requirements for implementation teams.
Strong data rigor: consistent metrics, trusted reporting, and reliable system-of-record practices across connected tools.

Nice-to-Haves

Experience working with operational reliability, service levels, and customer trust in a scaling environment.
Familiarity with GTM operating cadences such as WBR/MBR/QBR.

About Wrapbook

Wrapbook provides a smart, unified payroll platform built for production teams, connecting production, accounting, cast, and crew in one place. The platform streamlines payroll and accounting workflows, supports timecards and onboarding from any device, and generates data-driven insights. The company serves the project economy and operates in complex payroll and compliance environments.