Director, Commercial Success

Wrapbook•Los Angeles, CA

3d•$186,000 - $256,000•Remote

About The Position

Wrapbook is hiring a Director, Commercial Success to lead the Commercial Success function for Mid-Market and SMB customers. Reporting to the VP of Customer Success, this hands-on role owns the segment’s strategy, operating model, and outcomes, including customer retention, net gross payroll volume (GPV) growth, and NPS. The Director will define a 12–18 month plan, design the customer coverage model and capacity plan, create quarterly operating plans, and report performance and risks to senior leadership. The role leads and develops the Commercial Success team directly, coaching CSMs to build on their commercial payroll expertise with skills in strategic account planning, value conversations, renewals, expansion, and executive engagement. The Director will run the operating rhythm for renewals, at-risk accounts, and expansion; own executive escalations for key accounts; and use customer feedback to improve engagement and onboarding. The Director will own the segment’s AI strategy, creating an AI-powered success model for SMB and extending it to Mid-Market. This includes using Claude and building agents, teaching the team to do the same, and measuring AI adoption by sustained usage and business impact. The role also partners across Sales, Product, Operations, AI Ops, and Finance to represent commercial customer needs and co-own the motion that converts SMB growth signals into Mid-Market opportunities. This is a remote role that must be based in the Los Angeles area. It includes in-person time with customers at their offices and on set, as well as attendance at industry events, representing Wrapbook in the LA commercial production community.

Requirements

10+ years of experience in customer success, account management, or payroll operations.
5+ years leading customer-facing teams.
Experience owning a customer segment or function end to end, including setting strategy, building an annual plan, and making the case for investment.
Deep knowledge of commercial production payroll, production companies and payroll services, union and non-union payroll, and producer and production accountant workflows.
A track record of improving retention, expansion, and NPS, supported by measurable results.
Experience designing and leading both high-touch and scaled or digital customer success motions, including the coverage model connecting them.
Experience coaching subject matter experts into well-rounded CSMs and future leaders.
Hands-on AI fluency, including daily use of Claude or similar tools, building skills, agents, or workflow apps that save time, and leading AI-enabled changes to team workflows.
Ability to distinguish work that should be automated from work that requires a person.
Strong analytical skills, including comfort with dashboards, health scores, and churn analysis, and the ability to turn data into an action plan.
Credibility with customers and executives, experience presenting strategy to senior leadership, and ability to influence cross-functional leaders without direct authority.
Must be based in the Los Angeles area.

Responsibilities

Own the Commercial Success vision and 12–18 month plan for Mid-Market and SMB, with targets for retention, net GPV growth, and NPS.
Design the customer coverage model, including high-touch and scaled, signal-driven engagement, and own the capacity plan.
Translate Customer Success goals into quarterly operating plans with owners, milestones, and forecasts for renewals, retention, and GPV.
Report performance, trends, and risk signals to senior leadership, with recommendations for next steps.
Own the AI strategy for Commercial Success, including an AI-powered SMB model and extending the approach to Mid-Market.
Partner with Sales, Product, Operations, AI Ops, and Finance to represent commercial customer needs in company and Client Ops planning.
Co-own with Sales leadership the motion for turning SMB growth signals into Mid-Market opportunities.
Coach and develop direct-report CSMs, set expectations, provide regular feedback, and hold the team accountable.
Develop the team’s skills in strategic account planning, value conversations, renewal and expansion management, and executive engagement.
Run the weekly operating rhythm for renewals, at-risk accounts, and expansion; identify risk early and ensure success plans are underway.
Own executive escalations for important commercial accounts and use escalation, NPS, and customer feedback to improve team practices.
Use Claude and build agents, teach the team to build their own, and hold the team accountable for effective AI use.
Represent Wrapbook in the Los Angeles commercial production community through customer visits, on-set engagement, and industry events.
Build relationships with producers, executives, and other commercial production decision makers.