Wrapbook is hiring a Customer Success Systems & Operations Manager, a build-mode role reporting to the Head of Revenue Operations. You will blend operational insight and systems execution to identify friction in post-sale workflows and implement scalable, Salesforce-enabled solutions that improve reliability, efficiency, and customer experience.
What You'll Do
- 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.
What We're Looking For
- 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)
Nice to Have
- Salesforce Business Analyst (BA-201)
- Salesforce Advanced Administrator (Plat-Admn-301)
Technical Stack
- Salesforce (Service Cloud, Flows)
- Telephony tools
- Chat platforms
- Support platforms
- Email systems
Team & Environment
Part of the Client Operations organization, you will report to the Head of Revenue Operations and serve on the leadership team of Wrapbook’s Customer Success organization.
Benefits & Compensation
- Compensation: $110.4K - $174.4K
- 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
Work Mode
This is a global role open to candidates in the USA and Canada.
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