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Float
Float
51 – 200 Employees
B2BFintechSaaS
Float is a Canadian fintech company building an all-in-one spend management platform for modern businesses. Its products bring corporate cards, bill payments, reimbursements, business accounts, foreign exchange, accounting automation, reporting, and security tools into one platform. Float helps finance teams automate day-to-day expenses, improve cash-flow visibility, and move through month-end close more efficiently, with integrations for accounting workflows and banking infrastructure provided through regulated partners.
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Scaled Customer Success Manager at Float, Canada Hybrid

Lead digital-first customer success for Float’s Canadian financial operating system. Manage more than 7,000 accounts through automation, analytics, renewals, and expansion.

CACanada
$90,000 – $100,000 / year
HybridFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Manage a portfolio of more than 7,000 scaled customers through webinars, automated email, digital engagement, targeted one-to-one outreach, and community channels.
  • Improve adoption, net revenue retention, health scores, payment volume, and customer satisfaction through focused outreach and digital playbooks.
  • Manage segment renewals and identify expansion opportunities using product usage and customer health data.
  • Develop and refine Float’s scaled customer experience playbook with leaders across CX, Product, Lifecycle Marketing, and RevOps.
  • Create scaled onboarding, lifecycle communications, and tech-touch success plans that strengthen engagement and reduce churn.
  • Lead cross-functional customer experience programs from planning through execution.
  • Use Appcues, email automation, and customer success platforms to launch and measure playbooks, monitor usage, and manage health scoring.
  • Collaborate with RevOps and Data on churn prediction models, dashboards, and customer insights.
  • Evaluate and recommend tools that improve digital engagement and visibility into customer success.
  • Advocate for scaled customers by sharing trends, insights, and blockers with Product, Support, RevOps, Marketing, and CX.
  • Define cross-functional service-level agreements and feedback loops for the tech-touch customer experience.

Requirements

  • At least 4–5 years of customer success experience in a fast-moving SaaS environment.
  • Demonstrated success creating programs and processes that deliver a high-quality customer experience at scale.
  • Experience managing a scaled customer portfolio or delivering one-to-many success programs throughout the customer lifecycle.
  • Strong command of data analytics and CRM tools.
  • Clear, effective communication and strong interpersonal skills.
  • Excellent analytical and problem-solving abilities.
  • Experience managing renewals and expansion at scale with a focus on net revenue retention.
  • A customer-focused, product-oriented approach.
  • Comfort building and refining programs in ambiguous environments.
  • Experience partnering cross-functionally with CX, Product, and RevOps teams.
  • Experience in fintech, payments, or accounting-related products is a plus.
  • Experience developing or refining churn prediction models with Data or RevOps is a plus.
  • Must be legally authorized to work in Canada.
  • Must currently live in Canada.

Benefits

  • Equity options.
  • Competitive compensation.
  • Benefits package.
  • Hybrid work arrangement with in-office days for team connection and collaboration.
  • Catered team lunches every Tuesday, Wednesday, and Thursday.
  • Dog-friendly office.
  • High-trust, high-performance workplace culture.
  • Workplace accommodations available during hiring or employment.

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