Customer Success Systems & Operations Manager

About Us: Wrapbook is a smart, intuitive platform that makes production payroll and accounting easier, faster, and more secure. We provide a unified payroll platform that seamlessly connects your entire team—production, accounting, cast, and crew—all in one place. Wrapbook empowers production teams to manage projects, pay cast and crew, track expenses, and generate data-driven insights, while enabling workers to manage timecards, track pay, and onboard to new projects from any device. Wrapbook brings clarity and dependability to production payroll, while increasing the productivity of your whole team. Trusted by companies of all sizes, Wrapbook powers payroll for some of the industry’s top production companies, including SMUGGLER, Tuff, and GhostRobot. Our growing team of 250+ people across the USA and Canada, including entertainment and technology experts from SAG-AFTRA, DGA, IATSE, Teamsters, Amazon, Microsoft, Facebook, and more. Wrapbook is backed by top-tier investors, including Jeffrey Katzenberg’s WndrCo, Andreessen Horowitz, and A* Capital. We have raised $130M and are in a strong financial position. The Opportunity - Customer Success Systems & Operations Manager - Remote (USA / Canada) Wrapbook is building the operating system for the project economy in one of the most complex payroll and compliance environments in the world. As we scale, growth depends not just on demand—but on operational reliability, execution capacity, and customer trust. Revenue Operations owns the systems, data, and operating rigor that enable scalable growth. The Customer Success Operations Manager reports to the Head of Revenue Operations and serves on the leadership team of Wrapbook’s Customer Success organization within Client Operations, partnering directly with the Head of Customer Success and functional leaders across Onboarding, Customer Success, and Support to shape operating strategy and execution priorities. This role blends operational insight and systems execution—identifying friction in post-sale workflows, translating ambiguity into clear requirements, and implementing scalable, Salesforce-enabled solutions that improve reliability, efficiency, and customer experience. This is a build-mode role requiring someone who can think analytically and drive systems execution—either implementing scalable workflow solutions directly or translating requirements into clear technical designs for implementation. What You'll Do: Diagnose & Clarify Operational Challenges - Identify and analyze breakdowns across onboarding, customer success, and support workflows. - Diagnose root causes of operational friction and translate them into clear, prioritized problem statements. - Partner with post-sale leadership to align on business definitions of success, service levels, and operating priorities. Design & Implement Scalable Solutions - Translate diagnosed operational challenges into clear, prioritized system and process requirements aligned to business outcomes. - Design scalable workflows and operating models across onboarding, customer success, and support to reduce friction and improve reliability. - Implement solutions through Salesforce configuration where appropriate, or produce detailed technical requirements for implementation by the GTM Systems Architect or contractors. - Ensure reliable data capture, signal integrity, and consistent metric definitions across Salesforce and adjacent tools (telephony, chat, support platforms). - Partner with systems stakeholders to evolve solutions in scalable, extensible, and secure ways. Operationalize & Scale Execution - Operationalize post-sale success metrics defined by Customer Success leadership, ensuring they are measurable and trusted in Salesforce as the system of record. - Support Customer Success–led WBR, MBR, and QBR cadences by ensuring dashboards and reporting are aligned to agreed definitions. - Ensure defined capacity assumptions and SLAs are observable in systems (without owning the underlying