Senior SMB Digital Success Lead, Commercial

The role

You will own the Commercial SMB business by building a proactive success model using AI-assisted engagement. You will manage onboarding, lead AI agent rollouts, and work cross-functionally to grow the SMB portfolio.

What you will do

• Own the Commercial SMB business including accounts, cases, outreach, and retention.
• Build a success model that drives onboarding, adoption, and expansion through AI-assisted engagement.
• Own SMB onboarding curriculum, delivery, and results.
• Lead the agent rollout for SMB by working with the AI team to design, build, test, and drive adoption of AI agents and the SMB app.
• Work with Sales, Marketing, and RevOps to grow the SMB portfolio and surface expansion opportunities.
• Partner with leadership and AI Ops to execute plans to exceed targets.
• Act as the voice of the SMB customer to product, process, and enablement teams.
• Scale successful workflows and document playbooks for Commercial Success.

Required qualifications

• 3+ years in customer success or a similar customer-facing role.
• Track record of owning retention and expansion outcomes.
• Real AI building skills including building, tuning, and running AI agents and workflows.
• Strong program ownership and process design skills.
• Comfort working at scale and designing systems for the entire SMB base.
• Ability to provide cross-functional influence without authority.
• Comfort with ambiguity.

Nice to have

• Prior experience in the commercial entertainment or FinTech sectors

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 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

Before you apply

• Unable to sponsor or take over sponsorship of employment visas or work permits.
• Applicants must be currently authorized to work in the country from which they will perform the work.

About the company

Wrapbook is an AI platform for production finance that puts finance teams in control of payroll, spend, and accounting. The team of 350+ is building a system of action for feature films, TV, and commercials.