Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Unlimited Paid Time Off
- Work from anywhere in Canada and USA
- Health and Dental benefits
- 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
Company Overview