Customer Success Systems & Operations Manager
RemoteNASoftwareOperations ManagerCustomer Success ManagerDirector of Customer SuccessObservableSalesforceCustomer SuccessCustomer OnboardingB2B
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Requirements
- We’re looking for a systems-oriented operator who can diagnose operational challenges, translate them into clear requirements, and drive scalable solutions across Onboarding & Implementation, Customer Success, and Support.
- What You'll Have:
- 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.
- Salesforce & Technical Fluency
- 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
Responsibilities
- Diagnose & Clarify Operational Challenges
- 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.
- Design & Implement Scalable Solutions
- 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 & Scale Execution
- 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.
- What You'll Have:
- 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.
- Salesforce & Technical Fluency
- 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
Benefits
- At Wrapbook, creativity meets technology — and not just in the product.
- In addition to a competitive salary and all the benefits you can expect from a fast-growing technology company, you’ll get access to a team of creative problem solvers and the chance to see your contributions make large impacts. Benefits include:
- Unlimited Paid Time Off
- Work from anywhere in Canada and USA
- 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
- Our Pledge to Fostering an Inclusive and Safe Workplace:
- Wrapbook pledges to be a harassment- and discrimination-free space for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual identity or orientation.