Customer Success Manager III

Summary

Join Wrapbook as a Customer Success Manager III and become a leader in our Commercial Union team, setting the standard for excellence in customer service and internal processes. You will manage high-value commercial union clients, ensuring their success with our platform. This role involves driving client adoption, collaborating with internal teams, and proactively monitoring client health. You will also contribute to team-wide process improvements and represent the Customer Success organization in cross-functional forums. Wrapbook offers a competitive salary, benefits, and the opportunity to work remotely in Canada or the USA. We are a fast-growing technology company with a creative and collaborative team.

Requirements

• Industry Knowledge: 3+ years in commercial union payroll or a related field; 2+ years in a customer-facing role preferred
• Organizational Rigor: Proven ability to manage multiple priorities with structure, accuracy, and reliability
• Excellent Communication: Strong writing and verbal skills—able to explain complex topics with clarity
• Customer Focus: A proactive mindset and desire to help clients succeed by solving problems and removing obstacles
• Platform Familiarity: Confidence working with CRMs (e.g., Salesforce), support tools, and modern SaaS products

Responsibilities

• Manage a Portfolio of Commercial Union Clients: Own a book of mid-market accounts and deliver timely, value-driven engagements that support client retention and growth
• Systematize Success: Use CRM tools and internal workflows to ensure no ball is dropped—log interactions, track deliverables, and follow up with precision
• Drive Adoption: Ensure clients are onboarded effectively, trained on key functionality, and progressing toward their goals using Wrapbook’s platform
• Collaborate Cross-Functionally: Partner with internal teams to resolve customer issues efficiently and escalate when appropriate to deliver timely solutions
• Proactively Monitor Health: Watch for early signs of churn or dissatisfaction, and take action to course-correct before issues escalate
• Execute Communication Obligations: Complete internal and external comms, including CTAs, EBRs, check-ins, and escalations in a clear, timely, and professional manner
• Contribute to Team-Wide Process Improvements: Offer feedback and participate in initiatives aimed at improving CSM operations, tooling, or workflows

Preferred Qualifications

• Union Acumen: Understanding of commercial union rules and production workflows is a plus
• Experience working in a B2B Software company in a customer-facing role
• Strong experience with tools such as Salesforce, Gainsight, and Notion

Benefits

• 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