Customer Success 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 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 5000 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.

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

As a Customer Success Manager youll play a critical role in ensuring our customers successfully adopt and maximize the value of Float from the moment they onboard and throughout their journey. Youll be a trusted partner working closely with customers to drive strong adoption mitigate risks and unlock long-term growth opportunities.

At Float we believe great customer success is about building meaningful partnerships and unlocking long-term value for our customers. If youre passionate about driving adoption mitigating risks and helping businesses scale their financial operations wed love to hear from you!

What Youll Be Responsible For

Building an Early Foundation for Long-Term Success

• 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 customers 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.

Proactively Managing Risk and Retention

• 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.

• Support customers through any transitions ensuring they continue to leverage Floats full capabilities.

Championing Product Adoption & Driving Innovation

• Drive customer adoption of Floats full suite of features ensuring teams maximize the value of corporate and employee spend management.

• Advocate for customer participation in Floats Early Adopter Programs gathering insights to shape future product iterations.

• Educate and inspire customers to explore new ways to optimize their workflows with Floats evolving capabilities.

• Identify opportunities for growth across your aligned Book of Business.

Being the Voice of the Customer at Float

• Provide insight and strategic recommendations on how Float can best serve our customers from social proof to feature enhancements.

• Partner with internal teams to leverage customer feedback for product development and operational improvements.

• Help accelerate learning cycles by engaging customers who share our passion for simplifying corporate spending.

• Collaborate on initiatives that impact Floats customers from onboarding programs to strategic campaigns that drive engagement and growth.

• Support the development and execution of scalable processes that enhance the customer experience at every stage of their journey.

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...

• Youve got the experience. To be successful in this role were looking for a Customer Success Manager with 3 years of experience managing a book of 50 customers simultaneously. You have a proven track record of driving product adoption retention and expansion within a B2B customer-base.

  • Nice to have: CPA CA CFA designation

• You know how to leverage data. You prioritize your efforts based on insightsanalyzing customer usage engagement trends and success metrics to focus on the highest-impact activities. Youre comfortable with using technology to forecast risk drive adoption and measure success.

• Youre eager to continue learning. You take a curious and problem-solving approach to customer challenges always seeking to understand the why behind every issue. Youre resourceful adaptable and energized by finding creative solutions that drive customer success.

• You believe the customer comes first. Youre a strong advocate for your customers and bring their voice into internal conversations to enhance their experience. You actively contribute to internal initiatives such as playbook development process improvements or customer advocacy programs to scale impact beyond your own book of business.

• You understand the market. Experience working with finance accounting or payments-related products is a plus. You understand the commercial side of customer success aligning customer needs with business goals and identifying win-win opportunities for expansion.

This may not be the role for you if:

• You need close day-to-day direction rather than working independently

• Youre not energized by feedback or fast-paced change

• Youre seeking predictability over adaptability

• Youre not comfortable making decisions in ambiguous situations

• You prefer to stay in your lane rather than collaborate cross-functionally

• You dont feel a strong connection to Floats mission or the product were building

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