Scaled Customer Success Manager

This posting reflects a current, actively recruited opening at Float. All applications are being reviewed on a rolling basis. ABOUT FLOAT Float is on a mission to simplify finance for Canadian businesses, empowering them to eliminate complexity and unlock new opportunities. Through our innovative platform, Float enables businesses to streamline financial operations and optimize cash flow, so they can focus on what matters most: growth.   As one of Canada’s fastest growing companies https://www.theglobeandmail.com/business/rob-magazine/top-growing-companies/article-ranking-canadas-top-growing-companies-of-2024/ and top-rated startups in 2025 https://www.linkedin.com/posts/floatfinancial_were-proud-to-share-that-float-has-been-activity-7387093684720300032-2DDz/, 2024 https://www.linkedin.com/pulse/linkedin-top-startups-2024-15-canadian-companies-rise-linkedin-news-llihe/ and 2023 https://lnkd.in/TSU23CA, Float is customer-obsessed, passionate and entrepreneurial, with a team that includes leaders from Uber, Stripe, Shopify, Top Hat, Ada, Doordash, Snowflake, and Wealthsimple.   At Float, everyone is an owner, bringing their unique perspective to our team and product. Your voice is important, and we take having a culture based on feedback seriously. We openly share our thoughts and differing opinions so we can continue to improve. We do our best to keep our decision-making decentralized so that all team members feel ownership in our success. Our Product Float is Canada's intelligent financial operating system, combining modern financial services and software to help businesses spend, save, and grow. Trusted by more than 10,000 Canadian companies, Float provides high-limit corporate cards, automated expense management, next-day bill payments, high-yield accounts, and industry-leading support, all built in Canada, for Canada. Float recently announced our $85 million Series C, and is backed by world-class investors, including Inovia Capital, Growth Equity at Goldman Sachs Alternatives, OMERS Ventures, and Silicon Valley Bank. Our team is a collection of ambitious, collaborative and mission-driven people from all walks of life but with one goal: helping Canadian companies not just survive but thrive. And we're looking for bold innovators to help shape the future of business finance in Canada. AI Use in Our Hiring Process We use technology, including artificial intelligence (AI), to support parts of our hiring process. This may include AI-assisted scheduling and candidate communications, and AI-generated interview notes, guides or summaries to help our team focus on the conversation. All hiring decisions are made by our hiring team. About the Role 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. You'll be measured on similar outcomes a 1:1 CSM owns: health, adoption, NRR, renewals, and expansion. You'll get there through playbooks, automation, and data-driven prioritization instead of account-by-account relationship management. If you're energized by building a program that doesn't exist yet, and by making thousands of accounts feel covered without touching each one individually, we'd love to hear from you. What You'll Be Responsible For: 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. You're one of the faces of the motion. - 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. About You Here's what sets you up for success at Float: - 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. In addition to living our values... - You've got the experience. We're looking for a Digital CSM with 4-5+ years in Customer Success at a fast-paced SaaS company, with a track record of building programs and processes that deliver a best-in-class experience at scale. You've owned a scaled book of business or run 1-to-many success programs across the lifecycle. Nice to have: - Experience in fintech, payments, or accounting-adjacent products - Experience building or tuning churn prediction models with a Data or RevOps team - You're a builder. You bring a customer- and product-driven mindset that prioritizes both client satisfaction and scale, with a strong orientation toward continuous improvement, feedback loops, and digital CX automation suited to a self-serve or product-led growth environment. - You know how to leverage data. Strong proficiency with data analytics and CRM tools to monitor customer health, pull out actionable insight, and measure what a playbook or program actually did across a one-to-many motion. - You understand the commercial side. You've owned renewals and expansion at scale, centred on NRR, and can turn customer needs into a business outcome without a name-by-name relationship to lean on. - You communicate well. Strong communication and interpersonal skills, with the ability to build and hold relationships with customers at every level of an organization, even at a distance. - You solve problems. Excellent problem-solving and analytical skills to address customer needs and concerns at scale. This may not be the role for you if: - You prefer deep, white-glove 1:1 relationships over one-to-many, tech-touch motions. - You're not energized by building and iterating a program in ambiguity. - You'd rather run an existing playbook than help design one. - You need personal familiarity with every account to feel confident prioritizing your book. - You're not comfortable making decisions in ambiguous situations. - You prefer to stay in your lane rather than collaborate across CX, Product, and RevOps. Why You Should Join - Own the segment that touches the majority of Float's customer base: over 7,000 accounts and growing. - Build the playbook instead of maintaining someone else's. Scaled CX doesn't have one yet. - Competitive compensation, equity options, and benefits. - Hybrid work model. We are based in Toronto with in-office days for connection and collaboration. - 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. In Short At Float, you'll thrive if you're bold, curious, and eager to make a real impact at scale. We're building something special, and having a lot of fun along the way. If you're excited to build a scaled motion from the ground up and win together, we'd love to meet you. We're committed to building a workplace that's welcoming and accessible for everyone. If you need any accommodations during the hiring process or once you join Float, just let us know! You can reach out to Vic (victoria@floatfinancial.com), and we'll work with you to make sure you have what you need to succeed. OUR HIRING PHILOSOPHY We hire for character, curiosity, and learning velocity before credentials. Titles matter less than impact, and every hire is expected to raise the bar for Float as a whole.   We’re committed to building a workplace that’s welcoming and accessible for everyone. If you need any accommodations during the hiring process or once you join Float, just let us know! You can reach out to Vic https://www.linkedin.com/in/victoria-boult-b21b2053/ (victoria@floatfinancial.com), and we’ll work with you to make sure you have what you need to succeed.