Customer Success Representative re - engaging and retaining Prophix customers using its financial performance platform. Driving renewals, adoption, and account expansion across a SaaS portfolio.
About the role
- Senior SMB Success Lead owning retention, onboarding, and expansion for Wrapbook’s AI production-finance platform. Building scalable AI-agent workflows for Commercial customers.
Responsibilities
- Own the Commercial SMB business, including accounts, cases, outreach, and retention
- Serve as the single point of contact across Sales, Support, and Partners
- Build a proactive, AI-assisted success model driving onboarding, adoption, expansion, and early risk detection
- Own SMB onboarding curriculum, delivery, outcomes, and continuous improvement
- Lead the SMB AI-agent rollout with the AI team, including requirements, building, testing, and adoption
- Partner with Sales, Marketing, and RevOps to grow the SMB portfolio and identify expansion and Mid-Market opportunities
- Define success targets with leadership and AI Ops and execute plans to exceed them
- Represent the SMB customer voice to product, process, and enablement teams
- Document and share workflows, wins, and playbooks across Commercial Success
Requirements
- 3+ years in customer success or a similar customer-facing role
- Track record of owning retention and expansion outcomes
- Experience building, tuning, and running AI agents and workflows
- Ability to determine what to automate and what needs a human
- Strong program ownership and process design skills
- Ability to design systems serving the entire SMB customer base at scale
- Cross-functional influence across AI, RevOps, Marketing, and Support
- Comfort with ambiguity
- Prior experience in the commercial entertainment or FinTech sectors is preferred but not required
- Currently authorized to work in the country from which you will perform the work
- Wrapbook cannot sponsor or take over sponsorship of employment visas or work permits
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 setup 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
- Inclusive and harassment- and discrimination-free workplace
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