Scaled Customer Success Manager

We are seeking a Scaled Customer Success Manager to own health, education, risk, and expansion for Float's Scaled, Unmanaged segment of over 7,000 customers.

The successful candidate will design and run digital-led, one-to-many programs, including webinars, support lifecycle email, in-app education, community, and targeted high-impact touchpoints.

Responsibilities:

• Own a book of 7,000+ Scaled customers, guiding them through the lifecycle with one-to-many strategies
• Track and move adoption, NRR, health score, payment volume, and satisfaction through targeted outreach and digital playbooks
• Own renewal for the segment and flag expansion opportunities from product usage and health data
• Build and iterate Float's Scaled CX playbook with leaders across CX, Product, Lifecycle Marketing, and RevOps
• Partner with teams to execute and improve digital engagement and success visibility

Requirements:

• 4-5+ years in Customer Success at a fast-paced SaaS company
• Experience building programs and processes that deliver a best-in-class experience at scale
• Strong proficiency with data analytics and CRM tools
• Excellent problem-solving and analytical skills

Nice to haves:

• Experience in fintech, payments, or accounting-adjacent products
• Experience building or tuning churn prediction models with a Data or RevOps team

We offer competitive compensation, equity options, and benefits, including a hybrid work model, catered team lunches, and a dog-friendly office.