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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. The company recently announced a $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.
As Scaled Customer Success Manager, you will own health, education, risk, and expansion for Float's Scaled, Unmanaged segment: over 7,000 customers who don't have dedicated 1:1 CSMs. You'll design and run digital-led, one-to-many programs including webinars, support lifecycle email, in-app education, community, and targeted high-impact touchpoints that allow one team to credibly cover thousands of accounts.
You'll be measured on outcomes a traditional 1:1 CSM owns: health, adoption, NRR, renewals, and expansion—but you'll achieve these through playbooks, automation, and data-driven prioritization rather than account-by-account relationship management.
Key Responsibilities:
Scaled Relationship Management: Own a book of 7,000+ Scaled customers, guiding them through the lifecycle with one-to-many strategies including 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 on 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 department 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, bringing patterns, insights, and blockers to Product, Support, RevOps, Marketing, and CX at large. Push for cross-team SLAs and feedback loops that make tech-touch CX work.
Float values ownership, customer-first thinking, building from 0 to 1, continuous learning, raising the bar, and winning as a team. The company operates with decentralized decision-making and a high-trust, high-performance culture.
Workplace: Hybrid model based in Toronto with in-office days for connection and collaboration. Catered team lunches Tuesday–Thursday and dog-friendly office.
Requirements:
- 4–5+ years in Customer Success at a fast-paced SaaS company
- Track record of building programs and processes that deliver 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 and measure program impact
- Experience with renewals and expansion at scale, centered on NRR
- Strong communication and interpersonal skills, including ability to build relationships with customers at every level, even at a distance
- Excellent problem-solving and analytical skills
- Comfort making decisions in ambiguous situations
- Ability to collaborate across CX, Product, and RevOps
Nice to Have:
- Experience in fintech, payments, or accounting-adjacent products
- Experience building or tuning churn prediction models with Data or RevOps teams
- Customer- and product-driven mindset with strong orientation toward continuous improvement and feedback loops
- Understanding of digital CX automation suited to self-serve or product-led growth environments
