Director, Customer Success

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

Were looking for an outstanding Director Customer Success to join Float and be a part of a team building the best corporate card and spend management platform in Canada. As Director Customer Success you will be responsible for overseeing our Customer Success strategy to enhance our onboarding processes increase Total Payment Volume (TPV) from existing customers and create recurring and predictable post-sale revenue. Your work will be instrumental in building and reshaping our post-sales organization with a focus on strategy execution team leadership customer journey mapping and playbook development.

As the Director Customer Success at Float you will be responsible for:

1. Strategy Execution & Commercial Ownership: Execute and evolve Customer Success strategies that drive Net Revenue Retention through TPV growth multi-product adoption and long-term customer retention. Own the post-sale commercial motion including renewals expansions and multi-product attach in close partnership with Sales and RevOps. Ensure Customer Success directly contributes to revenue outcomes and predictable growth.

2. Customer Growth Retention & Adoption: Oversee the growth of key customer metrics including spend penetration incremental revenue retention and expansion. Drive increased adoption of core and emerging products (e.g. Prefunded Cards Charge Card USD Yield Accounts Reimbursements and future offerings). Retain and expand key accounts through first-class service proactive risk management and strategic value realization.

3. Voice of the Customer & Product Influence: Serve as the voice of the customer across the organization.

   • Systematically collate analyze and synthesize customer feedback requirements and objections across segments.

   • Translate individual CSM insights into strategic data-backed themes that inform product prioritization roadmap decisions and go-to-market strategy.

   • Partner closely with Product and Engineering to ensure customer needs are clearly articulated prioritized and reflected in product evolution.

4. Operational Excellence & Scalable Playbooks: Design own and continuously improve post-sale playbooks that support efficient service across high-touch mid-touch and low-touch customer segments.

   • Ensure playbooks are maintained measurable and usable for onboarding training and performance management.

   • Identify and operationalize revenue opportunities for professional services and value-added engagements within Customer Success.

   • Systematize best practices and own functional requirements for CS tools systems and workflows to enable scale and consistency.

5. Talent Leadership & Team Development: Recruit develop and lead a high-performing Customer Success team. Foster a culture of ownership urgency continuous improvement and measurable business impact. Build strong managers and ICs who can operate strategically with customers while executing consistently at scale.

6. Capacity Planning & Resource Management: Own CS capacity planning in line with customer growth segmentation and service expectations. Forecast resource needs model coverage scenarios and proactively advocate for additional headcount or tooling where required to maintain customer experience and commercial outcomes.

7. Cross-Functional Leadership & Alignment: Act as a senior cross-functional leader collaborating with Product Engineering Marketing Sales and Finance to align on customer insights product improvements and growth initiatives. Ensure Customer Success is a proactive partner in shaping company strategy not just a downstream executor.

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 7 years of leadership experience in Customer Success Account Management and Implementation within the startup B2B and/or fintech sectors. A deep understanding of financial services and accounting platforms is preferred.

• Youre an outstanding leader. Youre an adept leader known for starting from scratch driving significant process changes and building highly effective teams.

• Customer Obsession. You have a proven track record of exceeding customer expectations and fostering long-term relationships.

• Youre results-driven: You are known for setting ambitious goals and achieving them managing priorities and deadlines effectively.

• Youre analytical and data driven. You leverage tools and data to inform strategies understanding customer needs market trends and growth opportunities. You are comfortable preparing your own reports and love analyzing data to find insights.

• Youre proactive and collaborative. You excel in cross-functional environments driving innovation and improvements through effective collaboration and strategic thinking. Your ability to collaborate effectively across different departments stands out. You bridge the gap between customer success sales marketing and product teams ensuring a constant feedback loop about what our customers think about our product.

This may not be the role for you if:

• You arent ready to be a player-coach

• You arent comfortable using data to make decisions

• You dont have a track record of exceeding your targets

• You havent built high-performing teams

• You arent resilient

• You dont love coaching and helping your team grow

• You arent comfortable with radical candor

• You arent resilient

• You have an ego

• You arent super passionate about helping Float build the best financial management platform in Canada

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:

Director