Customer Escalation Manager
•Marketing· 8h
🎧 Support⏰ Full-time🎯 Lead / Principal🇺🇸 USA
8h ago
Float·about 9 hours ago
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 Canada’s 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, Bill, Stripe, 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.
Float is Canada's 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 support—all 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 we’re looking for bold innovators to help shape the future of business finance in Canada.
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.
As a Customer Success Manager, you’ll play a critical role in ensuring our customers successfully adopt and maximize the value of Float from the moment they onboard and throughout their journey. You’ll be a trusted partner, working closely with customers to drive strong adoption, mitigate risks, and unlock long-term growth opportunities.
At Float, we believe great customer success is about building meaningful partnerships and unlocking long-term value for our customers. If you’re passionate about driving adoption, mitigating risks, and helping businesses scale their financial operations, we’d love to hear from you!
Build deep relationships with customers as they begin their Float journey, ensuring a smooth and successful onboarding experience.
Partner with key stakeholders to define success criteria and measurable outcomes for their initial adoption of Float.
Identify long-term expansion opportunities by deeply understanding each customer’s broader financial operations and future needs.
Ensure customers stay on track with their year-one objectives, including spend targets and product adoption milestones.
Serve as a strategic partner post-onboarding to drive continued engagement, training, and advocacy within customer organizations.
Proactively monitor customer health signals and usage patterns, ensuring any barriers to adoption are addressed early.
Identify risks across your book of business and develop proactive mitigation plans in partnership with cross-functional teams.
Ensure customers remain engaged and see ongoing value from Float by addressing potential churn indicators before they escalate.
Support customers through any transitions, ensuring they continue to leverage Float’s full capabilities.
Drive customer adoption of Float’s full suite of features, ensuring teams maximize the value of corporate and employee spend management.
Advocate for customer participation in Float’s Early Adopter Programs, gathering insights to shape future product iterations.
Educate and inspire customers to explore new ways to optimize their workflows with Float’s evolving capabilities.
Identify opportunities for growth across your aligned Book of Business.
Provide insight and strategic recommendations on how Float can best serve our customers, from social proof to feature enhancements.
Partner with internal teams to leverage customer feedback for product development and operational improvements.
Help accelerate learning cycles by engaging customers who share our passion for simplifying corporate spending.
Collaborate on initiatives that impact Float’s customers, from onboarding programs to strategic campaigns that drive engagement and growth.
Support the development and execution of scalable processes that enhance the customer experience at every stage of their journey.
About You
You Put Customers First, Always. You care deeply about delivering meaningful value. Whether you're building internal systems or customer-facing features, you're 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 proactively—doing what’s best for the business, not just your role.
You Think Big and Move Fast. You’re energized by building from 0 to 1. You’re not afraid to challenge the status quo, experiment quickly, and learn as you go.
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 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. You’re a generous collaborator who values communication, context, and shared wins. You lift others up and help make the team stronger.
You’ve got the experience. To be successful in this role, we’re looking for a Customer Success Manager with 3+ years of experience managing a book of 50+ customers simultaneously. You have a proven track record of driving product adoption, retention, and expansion within a B2B customer-base.
Nice to have: CPA, CA, CFA designation
You know how to leverage data. You prioritize your efforts based on insights—analyzing customer usage, engagement trends, and success metrics to focus on the highest-impact activities. You’re comfortable with using technology to forecast risk, drive adoption, and measure success.
You’re eager to continue learning. You take a curious and problem-solving approach to customer challenges, always seeking to understand the ‘why’ behind every issue. You’re resourceful, adaptable, and energized by finding creative solutions that drive customer success.
You believe the customer comes first. You’re a strong advocate for your customers and bring their voice into internal conversations to enhance their experience. You actively contribute to internal initiatives, such as playbook development, process improvements, or customer advocacy programs, to scale impact beyond your own book of business.
You understand the market. Experience working with finance, accounting, or payments-related products is a plus. You understand the commercial side of customer success, aligning customer needs with business goals and identifying win-win opportunities for expansion.
You need close day-to-day direction rather than working independently
You’re not energized by feedback or fast-paced change
You’re seeking predictability over adaptability
You’re not comfortable making decisions in ambiguous situations
You prefer to stay in your lane rather than collaborate cross-functionally
You don’t feel a strong connection to Float’s mission or the product we’re building
Work at one of Canada's 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
At Float, you’ll thrive if you’re bold, curious, and eager to make a real impact. We're building something special—and having a lot of fun along the way. If you’re excited to build, grow, and win together, we’d love to meet you.
We’re committed to building a workplace that’s 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 ([email protected]), and we’ll work with you to make sure you have what you need to succeed.