Remote AI-Powered SMB Success Architect

Wrapbook; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

401K & RRSP

IT Setup at Home

Remote work

Stock options

Parental leave

Health & Benefits

3 weeks minimum time off

Lifestyle stipend

Job summary

Wrapbook is seeking a Sr. SMB Digital Success Lead to shape how we serve Commercial SMB customers. You will own the SMB business end-to-end and build a proactive success model that speeds onboarding, catches risks early, and helps customers when it matters — at scale.

You’ll lead cross-functional collaboration with Sales, Support, and Partners, design AI-assisted engagement, and own onboarding, adoption, and expansion strategies for the SMB base in a fully remote setup.

Qualifications

• 3+ years in customer success or a similar customer-facing role.
• Strong program ownership and process design.
• Experience building scalable, AI-assisted customer success models.
• Comfort with ambiguity and operating at scale.

Responsibilities

• Own the Commercial SMB business across Sales, Support, and Partners as the single owner and point of contact.
• Build a proactive success model to catch risk early and drive onboarding, adoption, and expansion across the SMB base with AI-assisted engagement.
• Lead the agent rollout for SMB, partnering with the AI team to design, test, and drive adoption of AI agents and SMB app.
• Collaborate with Sales, Marketing, and RevOps to surface expansion opportunities and align on segmentation and coverage for each account.
• Be the voice of the SMB customer, feeding product and enablement with frontline insights.
• Document and share workflows, wins, and playbooks to enable growth beyond SMB.

Job description

Wrapbook is seeking a Sr. SMB Digital Success Lead to shape how we serve Commercial SMB customers. You will own the SMB business end-to-end and build a proactive success model that speeds onboarding, catches risks early, and helps customers when it matters — at scale.

You’ll lead cross-functional collaboration with Sales, Support, and Partners, design AI-assisted engagement, and own onboarding, adoption, and expansion strategies for the SMB base in a fully remote setup.