Description
Compensation
CA$90K – CA$100K • Offers Equity • CA$30K – CA$40K Commission
As our Scaled Customer Success Manager, you'll own health, education, risk, and expansion for Float's Scaled, Unmanaged segment: over 7,000 customers who don’t often get a dedicated 1:1 CSM. You'll design and run the digital-led, one-to-many programs, including webinars, support lifecycle email, in-app education, community, and targeted high-impact touchpoints, that let one team credibly cover thousands of accounts.
About Float
Float is on a mission to simplify finance for Canadian businesses, empowering them to eliminate complexity and unlock new opportunities. Through their innovative platform, Float enables businesses to streamline financial operations and optimize cash flow, so they can focus on growth.
Responsibilities
Scaled Relationship Management
- Own a book of 7,000+ Scaled customers, guiding them through the lifecycle with one-to-many strategies: human-led webinars, email automation, digital touchpoints, high-impact 1:1 outreach, and community channels.
- 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.
Program Execution & Strategy
- Build and iterate Float's Scaled CX playbook with leaders across CX, Product, Lifecycle Marketing, and RevOps.
- Partner beyond scaled onboarding, lifecycle communications, and tech-touch success plans that lift engagement and cut churn.
- Project-manage cross-functional CX programs, balancing consistency with execution.
Tooling & Data Enablement
- Use tools such as Appcues, email automation, and new CS dept tools to trigger and measure playbooks, track usage, and run health scoring.
- Work with RevOps and Data on churn prediction models, dashboarding, and customer insights.
- Test and recommend new tooling to improve digital engagement and success visibility.
Cross-Functional Collaboration
- Be the voice of Scaled customers: bring patterns, insights, and blockers to Product, Support, RevOps, Marketing, and CX at large.
- Push for the cross-team SLAs and feedback loops that make tech-touch CX actually work.
Requirements
- You Put Customers First, Always. You care deeply about delivering meaningful value, and you extend that instinct to a book of 7,000 rather than a handful of named accounts.
- You Act Like an Owner. You take responsibility for outcomes even when most of your book never talks to you directly, and you build the systems that make that ownership possible.
- You Think Big and Move Fast. You're energized by building from 0 to 1. Float's Scaled segment doesn't have a playbook yet, and you're not waiting for someone else to write it.
- You Constantly Learn and Grow. You're hungry to improve your craft and open to feedback. You bring a growth mindset to everything you do.
- You Raise the Bar. You balance the speed a tech-touch motion demands with the rigor a health score and an NRR number both have to hold up to.
- You Win as a Team. You're a generous collaborator across CX, Product, and RevOps. You lift others up and help make the team stronger.
Nice to Have
- Experience in fintech, payments, or accounting-adjacent products
- Experience building or tuning churn prediction models with a Data or RevOps team
Benefits
- Competitive compensation, equity options, and benefits.
- Hybrid work model. Based in Toronto with in-office days for connection and collaboration.
- Catered team lunches every Tuesday, Wednesday and Thursday.
- Dog-friendly office.
- High-trust, high-performance culture.