Director, Commercial Success - Wrapbook

About Us

Wrapbook is the AI platform for production finance. We’re building a system of action that puts finance teams in control of their whole production, from payroll, to spend, to accounting.

Built for feature films, TV, and commercials, Wrapbook is trusted by teams at Netflix, Paramount, Anonymous Content, and more. With backing from Andreessen Horowitz, Bessemer Venture Partners, and Jeffrey Katzenberg's WndrCo, our team of 350+ is using AI to transform how finance teams work and empower them to do more with less.

The Opportunity

Our commercial customers are some of the most loyal in the business. We're hiring a Director, Commercial Success to keep it that way and grow the book of business.

We are looking for a Director, Commercial Success to own the Commercial Success function across Mid-Market and SMB. Reporting to the VP of Customer Success, you will set the strategy and own the outcomes that matter most for the commercial segment: customer retention, net gross payroll volume (GPV) growth, and customer satisfaction measured through NPS.

This is a hands-on Director role. You’ll own the function’s strategy, operating model, and plan, and you’ll lead the team directly: your CSMs report to you, and you’ll help a team with deep commercial payroll expertise become best-in-class customer success practitioners. Expect to split your time between setting direction for the function and coaching the team that delivers it. You’ll also own how we use AI across the segment: building a digital, AI-powered success model, and using AI to drive operational efficiency for the entire commercial team. The result is a more proactive team and a better experience for every customer, whatever their size.

Note: This role is remote but must be based in the Los Angeles area. You’ll spend real time with customers in person, at their offices, on set, and at industry events.

What You’ll Do

Own the Commercial Success function

• Set the strategy and define success: Own the Commercial Success vision and 12–18 month plan for Mid-Market and SMB, with clear targets for logo and revenue retention, net GPV growth (expansion and adoption), and NPS.
• Design the coverage model: Decide where high-touch engagement ends and a scaled, signal-driven model begins, where outreach, onboarding, and at-risk recovery are triggered by customer behavior.
• Run the operating plan: Turn Customer Success goals into quarterly plans with owners, milestones, and forecasts for renewals, retention, and GPV.
• Own the AI strategy for Commercial Success: Decide what to automate, what to augment, and how to resource it. Lead the AI-powered model for SMB and bring the same approach to Mid-Market.
• Shape company decisions for the commercial customer: Bring the commercial segment’s context into company and Client Ops planning. Co-own the motion with Sales leadership.

Lead the team

• Coach and develop the team directly: Set clear expectations, give regular feedback, and build on the team's commercial payroll expertise with strategic account planning and value conversations.
• Drive execution on retention and growth: Run the weekly operating rhythm across renewals, at-risk accounts, and expansion.
• Own executive escalations for key accounts: Be the escalation point for the commercial book’s most important customers.
• Model AI use: Use Claude daily and build agents yourself, then teach the team to build their own.
• Build relationships in person: Represent Wrapbook across the LA commercial production community.

What You’ll Have

• 10+ years in customer success, account management, or payroll operations, with 5+ years leading customer-facing teams.
• Experience owning a customer segment or function end to end.
• Deep knowledge of the commercial production payroll industry: production companies, payroll services, union/non-union payroll, and producer workflows.
• Track record of owning and improving retention, expansion, and NPS.
• Experience designing and leading both high-touch and scaled/digital customer success motions.
• Strength as a hands-on coach who develops subject matter experts.
• Hands-on AI fluency (Claude or similar tools) with real-world implementation experience.
• Strong analytical skills: comfortable with dashboards, health scores, and churn analysis.
• Credibility with customers and executives, with strong cross-functional influence.

Why Join Us

• 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