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Wrapbook is an AI-powered production finance platform trusted by Netflix, Paramount, and other major studios. The company is backed by Andreessen Horowitz, Bessemer Venture Partners, and WndrCo, with 350+ employees.
You will own the Commercial SMB (small-to-medium business) segment end-to-end, transforming it from a reactive to a proactive success model. This is a rare opportunity to design how an entire customer segment gets served using AI-assisted engagement and automation.
Key responsibilities:
- Own all Commercial SMB accounts, cases, outreach, and retention as the single point of contact across Sales, Support, and Partners
- Build and continuously improve the SMB success model, focusing on early risk detection and driving onboarding, adoption, and expansion
- Own SMB onboarding completely: curriculum design, delivery method, and outcomes; iterate based on case queue signals and where customers get stuck
- Lead the AI agent rollout for SMB: partner with the AI team to design, build, test, and drive adoption of AI agents and SMB app features
- Collaborate with Sales, Marketing, and RevOps to grow the SMB portfolio, identify expansion opportunities, shape adoption campaigns, and align segmentation and coverage
- Work with leadership and AI Ops to define success metrics and execute the plan to exceed targets
- Serve as the voice of the SMB customer, bringing product, process, and enablement insights back to teams who can act on them
- Document and share workflows, wins, and playbooks to scale successful approaches across the broader Commercial Success organization
Requirements:
- 3+ years in customer success or similar customer-facing role with a track record of owning retention and expansion outcomes
- Real AI building skills: you've built, tuned, and run AI agents and workflows; you understand what to automate and what requires human touch
- Strong program ownership and process design capabilities; ability to own deliverables others execute and transform reactive, undocumented processes into measurable ones
- Comfort designing systems at scale that serve entire SMB bases consistently with proactive support
- Cross-functional influence without direct authority (AI, RevOps, Marketing, Support); comfort with ambiguity; credibility to be the single point of contact for a segment
- Prior experience in commercial entertainment or FinTech is preferred but not required
