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 - Director, Commercial Success (Remote - Los Angeles, CA)
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.
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, building relationships with the producers, executives, and decision makers who run commercial production.
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. Define success clearly enough that the team can execute without you in the room.
- 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, not inbound tickets, with people focused on the moments that need them. Own the capacity plan behind it.
- Run the operating plan. Turn Customer Success goals into quarterly plans with owners, milestones, and forecasts for renewals, retention, and GPV. Report performance to senior leadership through trends and risk signals, with a point of view on what to do next.
- 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 so CSMs spend less time on manual work and more time with customers. Measure success by sustained usage and business impact, not by the number of tools launched.
- Shape company decisions for the commercial customer. Bring the commercial segment’s context into company and Client Ops planning. Build relationships with leaders across Sales, Product, Operations, AI Ops, and Finance so commercial customer needs shape decisions before they’re made. Co-own the motion with Sales leadership that turns growth signals in the SMB base into Mid-Market opportunities.
Lead the team
- Coach and develop the team directly. Your CSMs report to you. Set clear expectations, give regular feedback, and hold people accountable. Build on the team's commercial payroll expertise with the skills that make great advisors: strategic account planning, value…