Scaled Customer Success Manager

Join Float as a Scaled Customer Success Manager, where you'll manage over 7,000 customers through digital-led, one-to-many programs. You'll be responsible for customer health, adoption, renewals, and expansion, using playbooks, automation, and data-driven prioritization. This role requires a customer-first mindset, strong collaboration skills, and a passion for building programs from the ground up.

About Float

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

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 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 Constantly Learn and Grow. You're hungry to improve your craft and open to feedback. You bring a growth mindset to everything you do

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

Experience building or tuning churn prediction models with a Data or RevOps team

Responsibilities

• Concevoir et exécuter des programmes numériques pour gérer un portefeuille de plus de 7 000 clients.
• Utiliser des outils d'automatisation et de données pour suivre et améliorer l'adoption, la santé et la satisfaction des clients.
• Collaborer avec des équipes interfonctionnelles pour améliorer l'expérience client et réduire le taux de désabonnement.
• 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

Requirements

• 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'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

Experience in fintech, payments, or accounting-adjacent products

• 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