Director, Commercial Success

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Lead the Commercial Success function for Mid-Market and SMB segments.

• Establish the vision for Commercial Success along with a 12–18 month strategy focusing on logo and revenue retention, net GPV growth, and NPS.

• Develop the coverage model, integrating high-touch and scaled, signal-driven engagement.

• Manage the capacity planning process.

• Execute quarterly operating plans, including ownership, milestones, and forecasts for renewals, retention, and GPV.

• Present performance insights to senior leadership by analyzing trends and risk indicators.

• Direct the AI strategy for Commercial Success and spearhead the AI-driven model for SMB and Mid-Market.

• Influence company and Client Ops decisions regarding commercial customers across Sales, Product, Operations, AI Ops, and Finance.

• Collaborate with Sales leadership to drive growth initiatives from SMB signals to Mid-Market opportunities.

• Supervise and manage CSMs directly.

• Set expectations, offer constructive feedback, and ensure accountability among team members.

• Mentor the team in strategic account planning, value discussions, renewal and expansion management, and executive engagement.

• Facilitate the weekly operational rhythm for renewals, at-risk accounts, and expansion efforts.

• Identify churn risks and ensure proactive success plans are in place.

• Handle executive escalations for significant commercial accounts.

• Transform escalations, NPS, and customer feedback into actionable improvements.

• Utilize Claude daily, develop agents, and instruct the team on the effective use of AI tools.

• Represent Wrapbook within the Los Angeles commercial production community, at customer locations, on set, and during industry events.

• Foster relationships with producers, executives, and key decision-makers in commercial production.

⛳️ Requirements

• Over 10 years of experience in customer success, account management, or payroll operations.

• More than 5 years of experience leading customer-facing teams.

• Proven experience managing a customer segment or function end-to-end, including strategic planning, annual budget development, and advocating for investment.

• Extensive understanding of the commercial production payroll industry, encompassing production companies and payroll services, union and non-union payroll, and workflows for producers and production accountants.

• Demonstrated success in enhancing retention, expansion, and NPS, supported by quantifiable results.

• Experience in designing and implementing high-touch and scaled or digital customer success strategies, including the connected coverage model.

• Practical coaching experience in nurturing subject matter experts into well-rounded CSMs and future leaders.

• Proficient in AI technologies; daily usage of Claude or similar tools, skill-building, agent creation, or workflow app development, and leading AI-driven team transformations.

• Strong analytical abilities involving dashboards, health scores, and churn analysis.

• Established credibility with customers and executives.

• Proven track record of presenting strategic initiatives to senior leadership.

• Capacity to influence cross-functional leaders without direct authority.

• Must reside in the Los Angeles area.

• Legal authorization to work in the United States is required; the application will inquire about this and whether sponsorship is needed.

🏝️ Benefits

• Unlimited Paid Time Off.

• Flexibility to work from anywhere in Canada and the USA.

• Comprehensive Health and Dental benefits.

• Up to $1,500 USD / $2,025 CAD for IT setup at home.

• Up to 2% matching RRSP / 401K contributions.

• Opportunities for Learning and Development.

• Up to $50 USD / $67.50 CAD towards Internet/Cell phone services.

• Competitive salary.

• Chance to collaborate with innovative problem solvers and create significant impacts.