Senior SMB Digital Success Lead, Commercial
W
WrapbookProduction finance
Remote - US & CanadaFull-TimeLead
Salary$103K - $167K; $103K – $167K • Multiple Ranges; Zone US1: San Francisco, Los Angeles, Seattle, New York City, Boston, San Diego, Washington DC: $121.5K – $167K; Zone US2: Austin, Chicago, Miami, California Outside of Zone 1: $115.5K – $159K; Zone US3: All Other US Locations: $103K – $142K; Zone C: All Locations in Canada: CA$103K – CA$142K
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Job Details
- Experience
- 3+ years in customer success or a similar customer-facing role
- Required Skills
- Customer Success
Requirements
- Have 3+ years of experience in customer success or a similar customer-facing role.
- Have a track record of owning retention and expansion outcomes.
- Have hands-on experience building, tuning, and running AI agents and workflows.
- Be able to identify which work to automate and which work requires human involvement.
- Demonstrate program ownership and process-design skills, including owning deliverables others execute.
- Be able to turn an undocumented, reactive process into a measurable one.
- Be comfortable designing systems that serve an entire SMB customer base with consistent, proactive support.
- Be able to influence cross-functional teams including AI, RevOps, Marketing, and Support without formal authority.
- Be comfortable with ambiguity and able to serve as the single point of contact for a customer segment.
- Prior experience in commercial entertainment or FinTech is preferred but not required.
Responsibilities
- Own the Commercial SMB business, including accounts, cases, outreach, and retention, as the point of contact across Sales, Support, and Partners.
- Build a proactive success model that drives onboarding, adoption, and expansion across the SMB customer base through AI-assisted engagement.
- Own the SMB onboarding curriculum, delivery, and results, and improve it using case-queue and agent signals.
- Lead the SMB agent rollout with the AI team, designing, building, testing, and driving adoption of AI agents and the SMB app.
- Work with Sales, Marketing, and RevOps to identify expansion and Mid-Market opportunities, shape adoption campaigns, and align segmentation and coverage.
- Partner with leadership and AI Ops to define success measures and execute against targets.
- Bring customer insights on product, process, and enablement to teams that can act on them.
- Document and share workflows, wins, and playbooks to scale successful approaches across Commercial Success.
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