About Float
Float is one of Canada’s fastest growing companies and Top Startups, serving Canadian businesses with our innovative smart corporate card and spend management solution. Float’s team is customer-obsessed, passionate, vibrant, and entrepreneurial, and includes executives from Uber, Shopify, Ritual, and many other incredible tech companies!
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, feedback, and differing opinions so we can continue to improve. We do our best to keep our decision making decentralized so that all team members contribute.
Our product
Float empowers companies and teams with smart financial products, helping them achieve their most ambitious goals. We’re making finance more accessible and saving companies and their teams time and money, while disrupting the multi-trillion dollar global B2B finance industry. Backed by some of the best venture capital investors in the world, including Tiger Global, Golden Ventures, and Susa Ventures, we’re looking for pioneers to help us achieve our vision.
About the Customer Success Leader role
We’re looking for an outstanding Customer Success Leader to join Float and be a part of a team building the best corporate card and spend management platform in Canada. As Customer Success Leader, 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 Customer Success Leader at Float, you will be responsible for:
- Strategy Execution: Executing strategies that drive Net Retention of TPV Growth product adoption, and customer retention.
- Talent Leadership and Talent Management: Recruiting, developing, and leading a high-performance team, fostering a culture of development, empowerment, and measurable impact on business outcomes.
- Operational Excellence: Developing post-sale playbooks to serve and expand a broad range of customer types efficiently (high to low touch) and identify revenue opportunities for professional services within the Customer Success team. Ensuring that playbooks are appropriately maintained and kept up to date and usable for training.
- Cross-functional Collaboration: Collaborating with product, engineering, and marketing team members to align on customer feedback and product improvements.
- Customer Growth & Retention: Analyzing customer data to identify trends, predict needs, and proactively address potential issues. Overseeing the growth of key customer metrics (such as spend penetration, incremental revenue, retention) and increasing customer adoption of key products (Prefunded Cards, Charge Card, USD, Yield Accounts, Reimbursements and more). Retaining key accounts through first-class service and identifying new opportunities to ultimately drive expansion revenue via deeper adoption of additional features within our platform.
Requirements
You’ll be great in this role if:
- You’ve got the experience: To be successful in this role, we’re 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.
- You’re an outstanding leader: You’re an adept leader known for starting from scratch, driving significant process changes, and building highly effective teams.
- You're customer-obsessed: You have a proven track record of exceeding customer expectations and fostering long-term relationships.
- You’re results-driven: You are known for setting ambitious goals and achieving them, managing priorities and deadlines effectively.
- You’re 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.
- You’re 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 role won’t be a fit if:
- You aren’t ready to be a player-coach
- You aren’t comfortable using data to make decisions
- You don’t have a track record of exceeding your targets
- You haven’t built high-performing teams
- You aren’t resilient
- You don’t love coaching and helping your team grow
- You aren’t comfortable with radical candor
- You aren’t resilient
- You have an ego
- You aren’t super passionate about helping Float build the best corporate card and spend management platform in Canada
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.
Benefits
...and Perks of working at Float:
- Competitive compensation & total rewards
- Flexible work hours and time off when you need to recharge
- Small team = lots of opportunity 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
