Customer Success Operations Manager
Customer Success Operations Manager
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Job Description
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 2024 and 2023 Float is customer-obsessed passionate and entrepreneurial with a team that includes leaders from Uber Shopify Top Hat TouchBistro and Ada.
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 complete business finance platform combining modern financial services and software to help businesses spend save and grow. Trusted by 4000 Canadian companies Float provides high-limit corporate cards automated expense management next-day bill payments high-yield accounts and fast friendly supportall built in Canada for Canada. Float is backed by world-class venture and fintech investors including Growth Equity at Goldman Sachs Alternatives and OMERS Ventures partners behind our $70 million Series B raise.
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.
About the Role
Were looking for an outstanding Customer Success (CS) Operations Manager to join Float and help elevate our customer success function to the next level. This is a critical role focused on enabling our CS team to scale effectively and deliver exceptional experiences to our customers. Youll do this by building internal systems leveraging data and AI tooling to drive decisions and collaborating across teams to implement scalable repeatable processes.
This is also a revenue-enabling role. Float operates on a consumption-based revenue model meaning that we grow when our customers actively use and extract value from our platform. The CS team plays a vital role in driving that usage and by enabling this team through automation insights and streamlined workflows youll have a direct impact on Floats revenue growth.
What Youll Be Responsible For:
Designing and implementing scalable data-driven processes that empower our CSMs to work more efficiently and effectively across the customer journey.
Building and maintaining Salesforce automation for CS workflowsowning the tooling that drives renewal tracking lifecycle management customer segmentation and team reporting.
Being the analytics backbone for the CS teamleveraging SQL to pull insights build dashboards and uncover opportunities to improve customer health retention and expansion.
Partnering cross-functionally with Product Marketing and Sales Ops to align on customer experience priorities and ensure a smooth end-to-end customer journey.
Operationalizing key CS programs such as onboarding QBRs health scoring NPS loops and churn prevention through workflow design and tooling enhancements.
Supporting the Head of CS and CS leadership with strategic planning quarterly business reviews and ongoing process improvement initiatives.
Monitoring team performance identify operational bottlenecks and proactively implement changes to drive CS outcomes and maximize platform engagement.
About You
Heres what sets you up for success at Float:
You Put Customers First Always. You care deeply about delivering meaningful value. Whether youre building internal systems or customer-facing features youre always thinking about how to make life better for our users.
You Act Like an Owner. You take responsibility for outcomes step up to challenges and seek solutions proactivelydoing whats best for the business not just your role.
You Think Big and Move Fast. Youre energized by building from 0 to 1. Youre not afraid to challenge the status quo experiment quickly and learn as you go.
You Constantly Learn and Grow. Youre hungry to improve your craft and open to feedback. You bring a growth mindset to everything you do.
You Raise the Bar. You care about doing things well and efficiently. You balance speed with rigor and always look for ways to improve how we work.
You Win as a Team. Youre a generous collaborator who values communication context and shared wins. You lift others up and help make the team stronger.
In addition to living our values you bring:
3-5 years of experience in CS Operations RevOps or Business Operationsideally in a fast-growing B2B SaaS environment.
SQL expertise youre comfortable querying databases directly and independently deriving insights. This is a must.
Exceptional problem-solving skills youre known for bringing structure to ambiguity untangling complexity and building durable systems.
Salesforce reporting or automation experience youre comfortable with salesforce reporting and analytics and have an efficiency based mindset that favours automation.
Clear and concise communication you can translate complex data or tooling decisions into executive-ready narratives and make recommendations confidently.
Cross-functional collaboration you bring people together drive alignment and push work across the finish line even when you dont own all the pieces.
Proactivity and independence you take ownership move fast and dont wait for permission.
A team-first mindset you lead without ego care deeply about impact and are energized by helping others do their best work.
Comfort with feedback and iteration you actively seek out input and constantly look for ways to improve your work and the systems you manage.
This may not be the role for you if:
Youre not a self-starter and dont enjoy working independently
You struggle with ambiguity and frequent change
You arent comfortable receiving or giving direct feedback
You prefer a slow stable environment over rapid iteration
You arent passionate about enabling a high-performing CS team
You lack a strong work ethic or team mindset
You have an ego
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 and Wednesday
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
Employment Type
Full-Time
