This posting reflects a current, actively recruited opening at Float. All applications are being reviewed on a rolling basis.

About the Role

As our Scaled Customer Success Manager, you'll own health, education, risk, and expansion for Float's Scaled, Unmanaged segment: over 7,000 customers who don't often get a dedicated 1:1 CSM. You'll design and run the digital-led, one-to-many programs, including webinars, support lifecycle email, in-app education, community, and targeted high-impact touchpoints, that let one team credibly cover thousands of accounts.

You'll be measured on similar outcomes a 1:1 CSM owns: health, adoption, NRR, renewals, and expansion. You'll get there through playbooks, automation, and data-driven prioritization instead of account-by-account relationship management. If you're energized by building a program that doesn't exist yet, and by making thousands of accounts feel covered without touching each one individually, we'd love to hear from you.

What You'll Be Responsible For:

Scaled Relationship Management

• Own a book of 7,000+ Scaled customers, guiding them through the lifecycle with one-to-many strategies: human-led webinars, email automation, digital touchpoints, high-impact 1:1 outreach, and community channels. You're one of the faces of the motion.
• Track and move adoption, NRR, health score, payment volume, and satisfaction through targeted outreach and digital playbooks.
• Own renewal for the segment and flag expansion opportunities from product usage and health data.

Program Execution & Strategy

• Build and iterate Float's Scaled CX playbook with leaders across CX, Product, Lifecycle Marketing, and RevOps.
• Partner beyond scaled onboarding, lifecycle communications, and tech-touch success plans that lift engagement and cut churn.
• Project-manage cross-functional CX programs, balancing consistency with execution.

Tooling & Data Enablement

• Use tools such as Appcues, email automation, and new CS dept tools to trigger and measure playbooks, track usage, and run health scoring.
• Work with RevOps and Data on churn prediction models, dashboarding, and customer insights.
• Test and recommend new tooling to improve digital engagement and success visibility.

Cross-Functional Collaboration

• Be the voice of Scaled customers: bring patterns, insights, and blockers to Product, Support, RevOps, Marketing, and CX at large.
• Push for the cross-team SLAs and feedback loops that make tech-touch CX actually work.

About You

Here's what sets you up for success at Float:

• You Put Customers First, Always. You care deeply about delivering meaningful value, and you extend that instinct to a book of 7,000 rather than a handful of named accounts.
• You Act Like an Owner. You take responsibility for outcomes even when most of your book never talks to you directly, and you build the systems that make that ownership possible.
• You Think Big and Move Fast. You're energized by building from 0 to 1. Float's Scaled segment doesn't have a playbook yet, and you're not waiting for someone else to write it.
• You Constantly Learn and Grow. You're hungry to improve your craft and open to feedback. You bring a growth mindset to everything you do.
• You Raise the Bar. You balance the speed a tech-touch motion demands with the rigor a health score and an NRR number both have to hold up to.
• You Win as a Team. You're a generous collaborator across CX, Product, and RevOps. You lift others up and help make the team stronger.

In addition to living our values...

• You've got the experience. We're looking for a Digital CSM with 4-5+ years in Customer Success at a fast-paced SaaS company, with a track record of building programs and processes that deliver a best-in-class experience at scale. You've owned a scaled book of business or run 1-to-many success programs across the lifecycle.

Nice to have:

• Experience in fintech, payments, or accounting-adjacent products
• Experience building or tuning churn prediction models with a Data or RevOps team

• You're a builder. You bring a customer- and product-driven mindset that prioritizes both client satisfaction and scale, with a strong orientation toward continuous improvement, feedback loops, and digital CX automation suited to a self-serve or product-led growth environment.
• You know how to leverage data. Strong proficiency with data analytics and CRM tools to monitor customer health, pull out actionable insight, and measure what a playbook or program actually did across a one-to-many motion.
• You understand the commercial side. You've owned renewals and expansion at scale, centred on NRR, and can turn customer needs into a business outcome without a name-by-name relationship to lean on.
• You communicate well. Strong communication and interpersonal skills, with the ability to build and hold relationships with customers at every level of an organization, even at a distance.
• You solve problems. Excellent problem-solving and analytical skills to address customer needs and concerns at scale.

This may not be the role for you if:

• You prefer deep, white-glove 1:1 relationships over one-to-many, tech-touch motions.
• You're not energized by building and iterating a program in ambiguity.
• You'd rather run an existing playbook than help design one.
• You need personal familiarity with every account to feel confident prioritizing your book.
• You're not comfortable making decisions in ambiguous situations.
• You prefer to stay in your lane rather than collaborate across CX, Product, and RevOps.

Why You Should Join

• Own the segment that touches the majority of Float's customer base: over 7,000 accounts and growing.
• Build the playbook instead of maintaining someone else's. Scaled CX doesn't have one yet.
• Competitive compensation, equity options, and benefits.
• Hybrid work model. We are based in Toronto with in-office days for connection and collaboration.
• 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, you'll thrive if you're bold, curious, and eager to make a real impact at scale. We're building something special, and having a lot of fun along the way. If you're excited to build a scaled motion from the ground up and win together, we'd love to meet you.