Customer Success Operations Manager

Wrapbook

1d•Remote

About The Position

Wrapbook is building the operating system for the project economy in one of the most complex payroll and compliance environments in the world. As we scale, growth depends not just on demand—but on operational reliability, execution capacity, and customer trust. Revenue Operations owns the systems, data, and operating rigor that enable scalable growth. The Customer Success Operations Manager reports to the Head of Revenue Operations and serves on the leadership team of Wrapbook’s Customer Success organization within Client Operations, partnering directly with the Head of Customer Success and functional leaders across Onboarding, Customer Success, and Support to shape operating strategy and execution priorities. 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. This is a build-mode role requiring someone who can think analytically and drive systems execution—either implementing scalable workflow solutions directly or translating requirements into clear technical designs for implementation.

Requirements

3–6+ years of 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.
Strong systems thinking and process design skills, with a bias toward durable, scalable workflows.
Comfortable operating in build-mode environments where execution ownership is expected.
Strong cross-functional communicator who can navigate ambiguity, align stakeholders, and drive clarity.
Customer-centric, with a bias toward accountability, operational rigor, and continuous improvement.
AI-first / automation-first mindset with disciplined judgment.
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 requirements for execution by the GTM Systems Architect or Developer.
Comfort working across adjacent tools (support platforms, telephony, chat, email) and ensuring clean integration and reliable data capture.
Salesforce Administrator Certification (Plat-Admn-201) — Required

Nice To Haves

Salesforce Business Analyst (BA-201) — Nice to have
Salesforce Advanced Administrator (Plat-Admn-301) — Nice to have

Responsibilities

Identify and analyze breakdowns across onboarding, customer success, and support workflows.
Diagnose root causes of operational friction and translate them into clear, prioritized problem statements.
Partner with post-sale leadership to align on business definitions of success, service levels, and operating priorities.
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 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.
Partner with Success Leadership to proactively build salesforce processes to support scale, complexity, and new vertical expansion (e.g., Film & TV).
Operationalize post-sale success metrics defined by Customer Success leadership, ensuring they are measurable and trusted in Salesforce as the system of record.
Support Customer Success–led WBR, MBR, and QBR cadences by ensuring dashboards and reporting are aligned to agreed definitions.
Ensure defined capacity assumptions and SLAs are observable in systems (without owning the underlying capacity model).
Reduce reactive firefighting by replacing manual coordination with durable workflows and automation.
Drive change management through documentation, enablement, and adoption support.
Partner with AI Engineering to define requirements for cross-system workflows, while maintaining Salesforce-native automation ownership.