operations
Posted Feb 17Customer Success Systems & Operations Manager
at Wrapbook
Us & Canada, CanadaRemote
Responsibilities
- Design & Implement Scalable Solutions - Translate diagnosed operational challenges into clear, prioritized system and process
- requirements aligned to business outcomes. - Design scalable workflows and operating models across onboarding, customer success, and support to reduce friction and improve reliability. - Implement solutions through Salesforce configuration where appropriate, or produce detailed technical
- - Drive change management through documentation, enablement, and adoption support.
Requirements
- Our growing team of 250+ people across the USA and Canada, including entertainment and technology experts from SAG-AFTRA, DGA, IATSE, Teamsters, Amazon, Microsoft, Facebook, and more.
- This role blends operational insight and systems execution—identifying friction in post-sale workflows, translating ambiguity into clear requirements, and implementing scalable, Salesforce-enabled solutions that improve reliability, efficiency, and customer experience.
- requirements for implementation by the GTM Systems Architect or contractors. - Ensure reliable data capture, signal integrity, and consistent metric definitions across Salesforce and adjacent tools (telephony, chat, support platforms). - Partner with systems stakeholders to evolve solutions in scalable, extensible, and secure ways.
- Operationalize & Scale Execution - Operationalize post-sale success metrics defined by Customer Success leadership, ensuring they are measurable and trusted in Salesforce as the system of record.
- - Partner with AI Engineering to define
- requirements for cross-system workflows, while maintaining Salesforce-native automation ownership. - Drive change management through documentation, enablement, and adoption support..
- experience in Customer Success Operations, Revenue Operations, Business Operations, Business Systems, or similar roles. -
- Experience supporting post-sale teams in a B2B SaaS or operationally complex environment. -
- Experience identifying business problems, structuring requirements, and driving system or process improvements.
- - Strong analytical skills and comfort using Salesforce and operational data to inform decisions.
- - AI-first / automation-first mindset with disciplined judgment.
- Salesforce & Technical Fluency - Strong working knowledge of Salesforce (Service Cloud, reporting, dashboards, Flows). - Ability to implement solutions via direct Salesforce configuration, lightweight customization, or by producing detailed technical