Taking applicationsVoice Support·Posted 22h ago
Senior SMB Digital Success Lead, Commercial
Wrapbook
Canada, USA
Pay
$58.5–$80.5/hr
Job type
Full-time · Remote
Hours
Flexible
Location
Canada, USA
Open to people in the United States
EnglishSenior level
About the role
This is a senior customer success role owning Wrapbook's Commercial SMB business end to end, from onboarding and retention to expansion and AI-agent rollout. The job is remote but limited to candidates located and authorized to work in the United States or Canada.
What you'll do
- Own the Commercial SMB business end to end
- Build a proactive success model across onboarding, adoption, and expansion
- Own SMB onboarding curriculum and results
- Lead AI agent rollout for SMB
- Partner with Sales, Marketing, and RevOps on portfolio growth
- Act as voice of the SMB customer
- Document and share workflows and playbooks
What you'll need
- 3+ years in customer success or similar customer-facing role
- Track record owning retention and expansion outcomes
- Experience building, tuning, and running AI agents and workflows
- Strong program ownership and process design
- Cross-functional influence without authority
- Authorized to work in the US or Canada
- No visa sponsorship available
- Commercial entertainment or FinTech experience preferred
Skills
Customer successRetention and expansionAI agent developmentProcess designProgram ownershipCross-functional collaborationOnboarding curriculumAccount segmentation
Benefits
Paid time offHealth insuranceEquipment providedInternet stipendRetirement matchingLearning and developmentWork from anywhere in Canada and USA
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