Senior Customer Success Operations Manager

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 Canadas fastest growing companies and top-rated startups in 2025 2024 and 2023 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 Canadas intelligent financial operating system combining modern financial services and software to help businesses spend save and grow. Trusted by more than 7500 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 were 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

Float is investing in the next chapter of its Customer Success Operations function. As our Senior Customer Success Operations Manager youll play a foundational role in shaping how Customer Success scales by building the systems programs and operating rhythms that help our customers grow and our team operate more effectively. While we already leverage Salesforce across the business this role will lead the evolution of our dedicated Customer Success tooling and operating model as we continue to scale.

Were looking for a Customer Success Operations Manager to build the systems processes and insights that enable our Customer Success team to scale efficiently while driving customer retention expansion and operational excellence. Youll partner closely with Customer Success leadership RevOps Finance Product and Sales to transform strategic ideas into repeatable operating programs that improve customer outcomes and business performance.

What Youll Do

• Design and optimize the end-to-end post-sales (Customer Success) customer journey across onboarding adoption renewal and expansion.

• Build and own the Customer Success operating system creating scalable processes that improve retention expansion forecasting and operational efficiency.

• Evaluate implement and optimize the Customer Success technology stack driving adoption and enablement across the team.

• Develop and continuously improve customer health scoring frameworks risk indicators and expansion signals.

• Build and own recurring forecasting programs and target setting for customer retention and expansion ensuring leadership has accurate visibility into business performance.

• Create scalable account planning and risk management programs for Floats largest customers.

• Partner with Customer Success leadership to define CSM workflows operating rhythms success metrics and performance measurement.

• Translate complex and fragmented customer data into clear recommendations and actionable insights for Customer Success and GTM leadership.

• Partner cross-functionally with RevOps Product Finance Sales and Data teams to improve systems reporting customer handoffs and operational efficiency.

• Identify opportunities to automate manual work and streamline workflows so Customer Success Managers can spend more time driving customer value.

• Establish reporting dashboards and operating cadences that help leadership make faster data-informed decisions.

About You

• You Put Customers First. Youre constantly thinking about how operational improvements ultimately create a better customer experience.

• You Act Like an Owner. You proactively identify opportunities solve problems and take accountability for outcomes.

• You Think Big and Move Fast. Youre energized by building from zero to one and thrive in fast-moving ambiguous environments.

• You Constantly Learn and Grow. You actively seek feedback adapt quickly and continuously improve your craft.

• You Raise the Bar. You balance speed with quality and are always looking for ways to improve how teams operate.

• You Win as a Team. You build strong relationships across functions and know that great operations require great collaboration.

What Youll Bring

• 5 years of experience in Customer Success Operations Revenue Operations or a similar strategic operations role with end-to-end ownership.

• Experience working in a consumption or usage-based SaaS business where forecasting customer growth and compensation models are more complex is highly preferred.

• Proven experience building scalable Customer Success programs processes and operating rhythms from the ground up.

• Hands-on experience selecting implementing and optimizing Customer Success technology and operational tooling.

• Strong analytical skills with the ability to turn complex fragmented data into clear business recommendations.

• Experience building customer health models forecasting frameworks and executive reporting.

• Exceptional cross-functional communication skills with experience partnering closely with Customer Success Sales Finance Product and RevOps leaders.

• A bias toward actionyou identify problems propose solutions and drive execution without waiting for direction.

• Bonus: Experience with Salesforce Metabase Gainsight Vitally or other Customer Success and BI platforms.

This May Not Be the Role for You If...

• You prefer inheriting mature processes rather than building them from scratch.

• Your experience is primarily as a Customer Success Manager or Account Manager rather than leading operational strategy and systems.

• Youve primarily worked as an analyst supporting operations rather than owning an operations function.

• You prefer reporting on metrics over building the systems that generate them.

• You thrive in highly structured environments with clearly defined processes rather than creating them yourself.

Why You Should Join

• Work at one of Canadas fastest-growing fintech companies

• Make a real impact in a high-autonomy high-growth role

• Collaborate with an ambitious and supportive team

• 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

In Short

At Float youll thrive if youre bold curious and eager to make a real impact. Were building something specialand having a lot of fun along the way. If youre excited to build grow and win together wed love to meet you.

Were committed to building a workplace thats 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 () and well work with you to make sure you have what you need to succeed.

Required Experience:

Manager