Customer Success Manager



Toronto, ON, Canada
Posted on Tuesday, August 29, 2023

We’re looking for an outstanding and experienced Customer Success Manager to join Float - a team that’s building the best corporate card and spend management platform in Canada.

As a Customer Success Manager, you’ll have complete ownership of your book of business. Float is proud to provide financial services to thousands of businesses across Canada, and in this role you’d be responsible for providing exceptional service and impact to our key customers.

The ideal candidate has a strong customer focus & empathy, an excitement to work closely with our Product team on ideation & delivery of products, and an understanding of financial services & accounting platforms. If you have excellent communication skills with a customer service attitude, we would love to meet you!

As the Customer Success Manager at Float you will:

  • Act as the main point of contact and own a book of business: this means understanding your customers deeply & making recommendations across the business to advocate for their needs and ensuring they are seeing continued value in Float.
  • Be responsible for retaining key accounts through first-class service and identifying new opportunities with a strong ability to influence and inspire customers towards deeper adoption of additional features within our platform.
  • Manage onboarding and successful implementation to Float’s new products and features.
  • Support a growing Customer Success team through project-based work.
  • Work cross-functionally with the Customer Operations, Product, Sales, and Marketing teams.

What your week-to-week looks like:

  • Working with our customers to onboard them to Float (either net-new or to new products), update them on opportunities for expansion, and identify areas of opportunity for Float.
  • Meeting with Product teams to launch & share feedback on net-new or current products.
  • Support QBR strategy and delivery for our top accounts.
  • Respond to and handle queries and problems in a timely and effective manner.

You’ll be great in this role if:

  • You’ve got the experience. To be successful in this role, we’re looking for 5 years of experience. You’ve taken ownership over the customer relationship and managed a book of business, and you have an understanding of financial services and accounting platforms.
  • You’re a trusted relationship builder who is customer-obsessed. You love connecting with customers and always go the extra mile to understand their business needs.
  • You’re well-organized. You’re detail-oriented and comfortable managing competing priorities and deadlines.
  • You’re excited to operate to a target. You’ll have clear goals to hit during the course of a quarter, and you love to over deliver relative to targets.
  • You love the world of Product. You care about the details with a strong data-driven metrics approach. You are comfortable learning the technical ins & outs of a product, are aware of the limitations and are excited to work through prioritization of net-new opportunities.
  • You’re eager to continue your own learning. Scrappy and voracious, you want to know the ‘why’ behind every answer. You’re a creative product thinker who can combine quantitative thinking with a great aesthetic. Finding creative ways to work through obstacles is fun for you.
  • You’ve got an understanding of the market. You’ve worked with finance and accounting related products, have worked closely with finance leaders, or have experience in a B2B environment. You’re commercially focused with an understanding of the market and the business we’re in. You’re no stranger to an ROI mindset.

This role won’t be a fit if:

  • You aren’t super passionate about helping Float build the best corporate card and spend management platform in Canada.
  • You do not like to work asynchronously.
  • You are not a self-starter.
  • You prefer stability over change.
  • You don’t like ambiguity.
  • You are uncomfortable with direct feedback.
  • You aren’t comfortable prioritizing your own to-do list.
  • You don’t have a very strong work ethic.
  • You aren't a team player.
  • You aren’t resilient.

Don’t meet every single requirement? If you’re excited about this role, and you strongly align with our values but your past experience doesn’t align perfectly, we encourage you to apply anyway. You may be the right candidate for this, or other future positions.

...and the perks of working at Float:

  • Competitive compensation & total rewards.
  • Flexible work hours and time off‍ when you need to recharge.
  • Small team = lots of autonomy to make an impact.
  • Opportunity to work with and learn from a world-class team.
  • A personal Float card with a monthly stipend to spend on what matters most to you.
  • A dog-friendly office.
  • Being able to say you helped build Canada's best corporate card and spend management platform.