Senior SMB Digital Success Lead (Commercial)

Join Wrapbook as a Senior SMB Digital Success Lead, where you'll be responsible for building and executing a proactive success model for our Commercial SMB customers. You'll own the SMB business end to end, drive onboarding, adoption, and expansion, and lead the rollout of AI agents and the SMB app. This is a unique opportunity to shape the future of customer success in the SMB segment.

• Assumer la responsabilité de l'ensemble des activités commerciales SMB, y compris la gestion des comptes, des cas, des contacts et de la fidélisation.
• Développer un modèle de réussite qui identifie les risques tôt et favorise l'intégration, l'adoption et l'expansion de l'ensemble de la base SMB grâce à un engagement assisté par l'IA.
• Diriger le déploiement des agents pour le segment SMB, travailler avec l'équipe d'IA pour concevoir le modèle et piloter l'adoption des agents d'IA et de l'application SMB.

• Cross-functional influence without authority (AI, RevOps, Marketing, Support), comfort with ambiguity, and the credibility to be the single point of contact for a whole segment
• 3+ years in customer success or a similar customer-facing role, and a track record of owning retention and expansion outcomes
• Strong program ownership and process design. You can own a deliverable others execute, and rebuild an undocumented, reactive motion into a measurable one
• Comfort working at scale, designing systems that serve the entire SMB base well — so every customer gets consistent, proactive support
• Real AI building skills, not just AI usage. You've built, tuned, and run AI agents and workflows, and you know what to automate and what needs a human
• Prior experience in the commercial entertainment or FinTech sectors is preferred but not required