Customer Success Systems & Operations Manager

Wrapbook is a smart platform that simplifies production payroll and accounting. The Customer Success Systems & Operations Manager will identify operational challenges, design scalable solutions, and drive execution to enhance customer success and operational efficiency.

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
• 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
• Drive change management through documentation, enablement, and adoption support

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