Customer Success Manager

Role Overview

• 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.
• 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.
• 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.
• Provide insight and strategic recommendations on how Float can best serve our customers, from social proof to feature enhancements.
• Collaborate on initiatives that impact Float’s customers, from onboarding programs to strategic campaigns that drive engagement and growth.

Requirements

• 3+ years of experience managing a book of 50+ customers simultaneously
• Proven track record of driving product adoption, retention, and expansion within a B2B customer-base
• Nice to have: CPA, CA, CFA designation
• You prioritize your efforts based on insights—analyzing customer usage, engagement trends, and success metrics to focus on the highest-impact activities
• You take a curious and problem-solving approach to customer challenges, always seeking to understand the ‘why’ behind every issue
• Experience working with finance, accounting, or payments-related products is a plus.

Benefits

• 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