Description
As a Bilingual Customer Success Manager at Float, you will play a critical role in ensuring customers successfully adopt and maximize the value of Float from onboarding and throughout their journey.
You will be a trusted partner, working closely with customers to drive strong adoption, mitigate risks, and unlock long-term growth opportunities.
Responsibilities
Building an Early Foundation for Long-Term Success
- Build deep relationships with customers as they begin their Float journey, ensuring a smooth and successful onboarding experience.
- Partner with key stakeholders to define success criteria and measurable outcomes for their initial adoption of Float.
- Identify long-term expansion opportunities by deeply understanding each customer's broader financial operations and future needs.
- Ensure customers stay on track with their year-one objectives, including spend targets and product adoption milestones.
- Serve as a strategic partner post-onboarding to drive continued engagement, training, and advocacy within customer organizations.
- Proactively monitor customer health signals and usage patterns, ensuring any barriers to adoption are addressed early.
Proactively Managing Risk and Retention
- Identify risks across your book of business and develop proactive mitigation plans in partnership with cross-functional teams.
- Ensure customers remain engaged and see ongoing value from Float by addressing potential churn indicators before they escalate.
- Support customers through any transitions, ensuring they continue to leverage Float's full capabilities.
Championing Product Adoption & Driving Innovation
- Drive customer adoption of Float's full suite of features, ensuring teams maximize the value of corporate and employee spend management.
- Advocate for customer participation in Float's Early Adopter Programs, gathering insights to shape future product iterations.
- Educate and inspire customers to explore new ways to optimize their workflows with Float's evolving capabilities.
- Identify opportunities for growth across your aligned Book of Business.
Being the Voice of the Customer at Float
- Provide insight and strategic recommendations on how Float can best serve our customers, from social proof to feature enhancements.
- Partner with internal teams to leverage customer feedback for product development and operational improvements.
- Help accelerate learning cycles by engaging customers who share our passion for simplifying corporate spending.
- Collaborate on initiatives that impact Float's customers, from onboarding programs to strategic campaigns that drive engagement and growth.
- Support the development and execution of scalable processes that enhance the customer experience at every stage of their journey.
Requirements
Here's what sets you up for success at Float:
- You Put Customers First, Always.
- You Act Like an Owner.
- You Think Big and Move Fast.
- You Constantly Learn and Grow.
- You Raise the Bar.
- You Win as a Team.
In addition to living our values...
- You're bilingual.
- You've got the experience.
- You know how to leverage data.
- You're eager to continue learning.
- You believe the customer comes first.
- You understand the market.
Benefits
- Work at one of Canada's fastest-growing fintech companies
- Make a real impact in a high-autonomy, high-growth role
- Collaborate with an ambitious and supportive team
- Competitive compensation, equity options, and benefits
- Hybrid work model – we are based in Toronto with in-office days for connection and collaboration
- Enjoy catered team lunches every Tuesday, Wednesday and Thursday
- Bring your pup to our dog-friendly office
- Thrive in a high-trust, high-performance culture where your work truly matters