[Hiring] Director, Commercial Success @Wrapbook

Role Description

Our commercial customers are some of the most loyal in the business. We're hiring a Director, Commercial Success to keep it that way and grow the book of business.

We are looking for a Director, Commercial Success to own the Commercial Success function across Mid-Market and SMB. Reporting to the VP of Customer Success, you will set the strategy and own the outcomes that matter most for the commercial segment:

• Customer retention
• Net gross payroll volume (GPV) growth
• Customer satisfaction measured through NPS

This is a hands-on Director role. You’ll own the function’s strategy, operating model, and plan, and you’ll lead the team directly:

• Your CSMs report to you
• You’ll help a team with deep commercial payroll expertise become best-in-class customer success practitioners

Expect to split your time between setting direction for the function and coaching the team that delivers it. You’ll also own how we use AI across the segment:

• Building a digital, AI-powered success model
• Using AI to drive operational efficiency for the entire commercial team

The result is a more proactive team and a better experience for every customer, whatever their size.

This role is remote but must be based in the Los Angeles area. You’ll spend real time with customers in person, at their offices, on set, and at industry events, building relationships with the producers, executives, and decision makers who run commercial production.

Qualifications

• 10+ years in customer success, account management, or payroll operations, with 5+ years leading customer-facing teams
• Experience owning a customer segment or function end to end: setting strategy, building the annual plan, and making the case for investment
• Deep knowledge of the commercial production payroll industry: how production companies and payroll services work, union and non-union payroll, and the day-to-day workflows of producers and production accountants
• A track record of owning and improving retention, expansion, and NPS, with the numbers to show it
• Experience designing and leading both high-touch and scaled or digital customer success motions, including the coverage model that connects them
• Strength as a hands-on coach who has developed subject matter experts into well-rounded CSMs and future leaders
• Hands-on AI fluency: you use Claude (or similar tools) every day, have built skills, agents, or workflow apps that saved your team real time, and have led an AI-enabled change in how a team works
• Strong analytical skills: comfortable with dashboards, health scores, and churn analysis, and able to turn data into a plan
• Credibility with customers and executives, a track record of presenting strategy to senior leadership, and the ability to influence cross-functional leaders without direct authority

Requirements

• Own the Commercial Success function
• Set the strategy and define success
• Own the Commercial Success vision and 12–18 month plan for Mid-Market and SMB
• Design the coverage model
• Run the operating plan
• Own the AI strategy for Commercial Success
• Shape company decisions for the commercial customer
• Lead the team
• Coach and develop the team directly
• Drive execution on retention and growth
• Own executive escalations for key accounts
• Model AI use
• Build relationships in person

Benefits

• Unlimited Paid Time Off
• Work from anywhere in Canada and USA
• Health and Dental benefits
• Up to $1,500 USD/ $2,025 CAD towards IT set up for your home
• Up to 2% matching RRSP / 401K
• Learning and Development opportunities
• Up to $50 USD/ $67.50 CAD towards Internet/Cell phone service

Company Description

Wrapbook is the AI platform for production finance. We’re building a system of action that puts finance teams in control of their whole production, from payroll, to spend, to accounting.

Built for feature films, TV, and commercials, Wrapbook is trusted by teams at Netflix, Paramount, Anonymous Content, and more. With backing from Andreessen Horowitz, Bessemer Venture Partners, and Jeffrey Katzenberg's WndrCo, our team of 350+ is using AI to transform how finance teams work and empower them to do more with less.