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About the Role
As our Scaled Customer Success Manager, you'll own health, education, risk, and expansion for Float's Scaled, Unmanaged segment, designing and running digital-led, one-to-many programs for over 7,000 customers. You'll be measured on outcomes like health, adoption, NRR, renewals, and expansion through playbooks, automation, and data-driven prioritization.
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 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.
- 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.
- 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
- Digital CSM with 4-5+ years in Customer Success at a fast-paced SaaS company.
- Track record of building programs and processes that deliver a best-in-class experience at scale.
- Experience owning a scaled book of business or running 1-to-many success programs across the lifecycle.
- Strong proficiency with data analytics and CRM tools to monitor customer health, pull out actionable insight, and measure playbook/program effectiveness.
- Experience owning renewals and expansion at scale, centered on NRR.
- 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.
- Excellent problem-solving and analytical skills to address customer needs and concerns at scale.
- Customer- and product-driven mindset that prioritizes both client satisfaction and scale.
- Strong orientation toward continuous improvement, feedback loops, and digital CX automation suited to a self-serve or product-led growth environment.
Skills
- Customer Success
- SaaS
- Program Building
- Process Improvement
- Data Analytics
- CRM Tools
- Renewal Management
- Expansion Management
- Communication
- Interpersonal Skills
- Problem-Solving
- Analytical Skills
- Product Mindset
- Customer Mindset
- Continuous Improvement
- Feedback Loops
- Digital CX Automation
- Fintech
- Payments
- Accounting-adjacent products
- Churn Prediction Models
- RevOps
Location
- Toronto
Work Type
- Hybrid
Experience Level
- 4-5+ years
Benefits
- Competitive compensation
- Equity options
- Catered team lunches
- Dog-friendly office
About the Company
- 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.
- One of Canada’s fastest growing companies and top-rated startups in 2025, 2024 and 2023.
- Customer-obsessed, passionate and entrepreneurial team with leaders from top tech companies.
- Float is Canada's intelligent financial operating system, combining modern financial services and software.
- Trusted by more than 10,000 Canadian companies.
- Provides high-limit corporate cards, automated expense management, next-day bill payments, high-yield accounts, and industry-leading support.
- Recently announced $85 million Series C, backed by world-class investors.
- Team is ambitious, collaborative, and mission-driven.
- Hiring for character, curiosity, and learning velocity before credentials.
- Titles matter less than impact.
Equal Opportunity
- 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.