Customer Success Systems Operations Manager

📋 Description

• • Wrapbook is revolutionizing production payroll and accounting with an intuitive, smart platform designed to streamline complex processes, enhance security, and foster seamless collaboration across entire production teams. We are building the operating system for the project economy, tackling one of the most intricate payroll and compliance landscapes globally. As we scale, our success hinges not only on market demand but critically on our operational reliability, execution capabilities, and the unwavering trust of our customers. The Revenue Operations team is the backbone of this scalability, owning the systems, data, and operational rigor that empower our growth.
• • As the Customer Success Systems & Operations Manager, you will play a pivotal role within the Client Operations organization, reporting directly to the Head of Revenue Operations. You will be an integral part of the Customer Success leadership team, collaborating closely with the Head of Customer Success and functional leaders across Onboarding, Customer Success Management, and Support. Your primary focus will be to shape operating strategy and drive execution priorities, ensuring our post-sale customer journey is as efficient and effective as possible.
• • This role is a unique blend of strategic operational insight and hands-on systems execution. You will be tasked with identifying friction points in our post-sale workflows, translating ambiguous challenges into clear, actionable requirements, and implementing scalable, Salesforce-enabled solutions. Your work will directly contribute to improving reliability, enhancing efficiency, and elevating the overall customer experience. This is a build-mode role, demanding an analytical mindset and the ability to drive systems execution, whether by directly implementing scalable workflow solutions or by crafting precise technical designs for our GTM Systems Architect or external contractors.
• • **Diagnose & Clarify Operational Challenges:**
• • Proactively identify and meticulously analyze breakdowns and inefficiencies across our onboarding, customer success management, and customer support workflows.
• • Conduct deep-dive root cause analyses to pinpoint the origins of operational friction, translating complex issues into clear, prioritized problem statements that resonate with business objectives.
• • Collaborate with post-sale leadership to establish and align on critical business definitions of success, define service level agreements (SLAs), and prioritize operational initiatives that drive tangible improvements.
• • **Design & Implement Scalable Solutions:**
• • Translate diagnosed operational challenges into well-defined, prioritized system and process requirements that are directly aligned with desired business outcomes.
• • Architect and design scalable workflows and operating models that span onboarding, customer success, and support functions, with the explicit goal of reducing friction and enhancing operational reliability.
• • Execute solutions through direct Salesforce configuration where feasible and appropriate, or meticulously produce detailed technical requirements for implementation by the GTM Systems Architect or development contractors.
• • Ensure the integrity of data capture, signal accuracy, and consistency in metric definitions across Salesforce and all adjacent tools, including telephony, chat, and other support platforms.
• • Partner with key systems stakeholders to ensure all solutions are developed and evolved in a scalable, extensible, and secure manner, anticipating future needs.
• • **Operationalize & Scale Execution:**
• • Operationalize the post-sale success metrics defined by Customer Success leadership, ensuring they are accurately measurable and consistently tracked within Salesforce, our system of record.
• • Provide essential support for Customer Success-led business reviews (WBR, MBR, QBR) by ensuring that all dashboards and reporting accurately reflect agreed-upon metric definitions and business objectives.
• • Ensure that defined capacity assumptions and SLAs are observable within our systems, without necessarily owning the underlying capacity modeling itself.
• • Proactively reduce the need for reactive "firefighting" by replacing manual coordination efforts with durable, automated workflows and robust processes.
• • Champion change management initiatives through comprehensive documentation, targeted enablement sessions, and ongoing adoption support for new systems and processes.
• • Collaborate closely with the AI Engineering team to define requirements for cross-system workflows, while retaining ownership of Salesforce-native automation.
• • **Drive adoption and continuous improvement:**
• • Foster a culture of continuous improvement by regularly soliciting feedback from post-sale teams and iterating on existing systems and processes.
• • Develop and maintain comprehensive documentation, including process flows, user guides, and best practices, to empower users and ensure consistent application of workflows.
• • Conduct training sessions and provide ongoing support to ensure successful adoption of new tools and features, maximizing their value.
• • Monitor system performance and user adoption metrics, identifying areas for optimization and proactively addressing any challenges.
• • This is an exceptional opportunity for a systems-oriented operator who thrives in a dynamic, build-mode environment. If you are passionate about diagnosing operational challenges, translating them into clear requirements, and driving scalable solutions that impact customer success and business growth, we encourage you to apply.