Senior SMB Digital Success Lead

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of the Commercial SMB business, which includes managing accounts, cases, outreach, and retention efforts.

• Act as the primary contact point across Sales, Support, and Partner teams.

• Develop a proactive, AI-driven success model that enhances onboarding, adoption, expansion, and early risk identification.

• Manage the SMB onboarding curriculum, its delivery, outcomes, and ongoing enhancements.

• Lead the implementation of the SMB AI-agent initiative alongside the AI team, covering requirements, development, testing, and user adoption.

• Collaborate with Sales, Marketing, and RevOps to expand the SMB portfolio and discover new expansion and Mid-Market opportunities.

• Establish success metrics in partnership with leadership and AI Ops, and implement strategies to surpass these targets.

• Advocate for the SMB customer perspective within product, process, and enablement teams.

• Document and disseminate workflows, successes, and playbooks throughout the Commercial Success team.

⛳️ Requirements

• A minimum of 3 years in customer success or a comparable customer-facing position.

• Proven history of managing retention and expansion outcomes effectively.

• Experience in developing, fine-tuning, and operating AI agents and workflows.

• Skill in discerning between tasks suitable for automation and those requiring human intervention.

• Strong program management and process design capabilities.

• Ability to create systems that cater to the entire SMB customer base at scale.

• Cross-functional influence across AI, RevOps, Marketing, and Support teams.

• Comfort with navigating ambiguity.

• Previous experience in the commercial entertainment or FinTech industries is preferred but not mandatory.

• Must be authorized to work in the country from which you will perform your duties.

• Wrapbook is unable to sponsor or take over sponsorship of employment visas or work permits.

🏝️ Benefits

• Unlimited Paid Time Off.

• Flexible work-from-home options available anywhere in Canada and the USA.

• Comprehensive Health and Dental benefits.

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

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

• Opportunities for Learning and Development.

• Up to $50 USD / $67.50 CAD for Internet/Cell phone service reimbursement.

• Competitive salary.

• A workplace that is inclusive and free from harassment and discrimination.