Senior SMB Digital Success Lead, Commercial

About Us:

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.

The Opportunity - SMB Digital Success Lead - (Remote - USA & Canada)

We're looking for a Sr. SMB Digital Success Lead to build how Wrapbook serves its Commercial SMB customers. You'll own the SMB business end to end and turn it into a proactive success model where onboarding is faster, risks are caught early, and customers get help when it matters — all starting from what customers actually do, at scale.

SMB is where our agent-first approach to Customer Success moves fastest — the segment where you can shape what proactive, AI-powered success looks like. If you'd rather design a model than inherit one, this is a rare shot to set the standard for how a whole segment gets served.

What you'll do:

- Own the Commercial SMB business (accounts, cases, outreach, and retention) as the single owner and point of contact across Sales, Support, and Partners.

- Build a success model that catches risk early and drives onboarding, adoption, and expansion across the whole SMB base through AI-assisted engagement.

- Own SMB onboarding fully: the curriculum, how it's delivered, and the results. Keep improving it based on what the case queue and agent signals tell you about where customers get stuck.

- Lead the agent rollout for SMB. Work with the AI team to design the model and to build, test, and drive adoption of the AI agents and SMB app. Own every agent that touches SMB, from requirements through adoption.

- Work with Sales, Marketing, and Re...