Director, Commercial Success

Wrapbook

. Own the Commercial Success function across Mid-Market and SMB .

Posted 11/3/2026full-timeRemote • California • United States, CanadaLead💰 $186,000 - $256,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success leadership, with a focus on retention, expansion, and NPS improvement strategies. Proficient in leveraging AI tools and analytics to drive performance and enhance customer engagement in the commercial production payroll industry.

Highest-signal resume keywords

Customer Success LeadershipRetention Strategy DevelopmentAI Tool ProficiencyCross-Functional InfluenceCommercial Production Payroll Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementAccount ManagementRetention ImprovementChurn AnalysisStrategic PlanningPerformance ReportingHigh-Touch Engagement DesignDigital Customer Success MotionsAnalytical SkillsTeam Coaching

Soft Skills

Influencing Without AuthorityCredibility with ExecutivesFeedback ProvisionTeam AccountabilityRelationship Building

Tools & Technologies

ClaudeAI ToolsDashboardsHealth ScoresWorkflow Apps

Industry Keywords

Commercial Production PayrollProduction CompaniesPayroll ServicesUnion PayrollNon-Union PayrollProducer WorkflowsProduction Accountant WorkflowsCustomer EngagementSMB MarketMid-Market

About the role

Key responsibilities & impact

Own the Commercial Success function across Mid-Market and SMB
Set the Commercial Success vision and 12–18 month plan with targets for logo and revenue retention, net GPV growth, and NPS
Design the coverage model, including high-touch and scaled, signal-driven engagement
Own the capacity plan
Run quarterly operating plans with owners, milestones, and forecasts for renewals, retention, and GPV
Report performance to senior leadership through trends and risk signals
Own the AI strategy for Commercial Success and lead the AI-powered model for SMB and Mid-Market
Shape company and Client Ops decisions for commercial customers across Sales, Product, Operations, AI Ops, and Finance
Co-own the growth motion with Sales leadership from SMB signals to Mid-Market opportunities
Lead and directly manage CSMs
Set expectations, provide feedback, and hold team members accountable
Coach the team on strategic account planning, value conversations, renewal and expansion management, and executive engagement
Run the weekly operating rhythm for renewals, at-risk accounts, and expansion
Identify churn risk and ensure success plans are active
Own executive escalations for key commercial accounts
Convert escalation, NPS, and customer feedback into improvements
Use Claude daily, build agents, and teach the team to use AI tools efficiently
Represent Wrapbook in the Los Angeles commercial production community, at customer offices, on set, and at industry events
Build relationships with producers, executives, and commercial production decision makers

Requirements

What you’ll need

10+ years in customer success, account management, or payroll operations
5+ years leading customer-facing teams
Experience owning a customer segment or function end to end, including setting strategy, building the annual plan, and making the case for investment
Deep knowledge of the commercial production payroll industry, including production companies and payroll services, union and non-union payroll, and producer and production accountant workflows
Track record of owning and improving retention, expansion, and NPS, with measurable results
Experience designing and leading high-touch and scaled or digital customer success motions, including the connecting coverage model
Hands-on coaching experience developing subject matter experts into well-rounded CSMs and future leaders
Hands-on AI fluency; daily use of Claude or similar tools, building skills, agents, or workflow apps, and leading AI-enabled team changes
Strong analytical skills with dashboards, health scores, and churn analysis
Credibility with customers and executives
Track record of presenting strategy to senior leadership
Ability to influence cross-functional leaders without direct authority
Must be based in the Los Angeles area
Ability to work in the United States; application asks whether legally authorized to work in the United States and whether sponsorship is required

Benefits

Comp & perks

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
Competitive salary
Opportunity to work with creative problem solvers and make large impacts