Customer Success Manager, Digital (VSMB/SMB)

Who We Are

Float is the leading resource management software for professional services teams. Since 2012, we’ve grown every year—independently, self-funded, and profitably. We’re rated #1 for resource management on G2 and trusted by 4,500+ customers worldwide.

As a certified B Corporation, we’re committed to making a positive impact on our team, customers, the environment, and the remote community. Our 60+ person team works 100% remotely across the globe (across 22 countries and counting!), with perks and benefits designed to support us in living our Best Work Life. Learn more about our data security practices for employment or service contracts here. Browse our blog to get a glimpse of life at Float and check out our Glassdoor employer reviews. See why our customers love Float on G2.

We’re on a scale-up journey, and we’re seeking people who thrive in this stage. We want Float to be the place where you have the autonomy and opportunity to do the best work of your career.

Why We’re Hiring For This Role

At Float, we’re committed to supporting our customers with care while scaling sustainably. As part of that journey, we’re expanding our focus on retention within our VSMB and SMB customer segments, and are committed to building systems that deliver value at scale without sacrificing the personal experience.

This role leads that charge. As our first Customer Success Manager fully focused on a digital-first model, you’ll shape and deliver one-to-many programs, build proactive engagement strategies, and drive consistent customer outcomes across a high-volume segment. It’s a critical role at a pivotal moment, and is designed to strengthen retention, amplify impact, and help Float evolve toward a smarter, scalable model of customer success.

We’re looking for someone based in the AMER region (North, Central, or South America!), so that we can ensure our one-to-many programs can support our client base. That said, you’ll be working asynchronously with a bright, dedicated team from across the globe, with a strong focus on taking complex problems and creating solutions that feel simple and intuitive for our customers.

Our Director of Customer Success, Emily, explains the important role you will play within our Customer Success team. Watch this video!

What You’ll Be Responsible For

Early on, you’ll jump right into:

• Developing product and customer expertise: You’ll work on learning and developing working knowledge of Float’s product, customer journey, and existing success strategies to confidently support SMB customers across regions and understand areas of opportunity.
• Manage SMB customer portfolio: Own a book of 3500+ SMB customers, maintaining high-level oversight, and making improvements to existing systems and workflows.
• Map and baseline retention metrics: Deliver a clear, documented view of current retention performance, and identify opportunities to improve renewals at scale.

Once you are a bit more settled, we expect that you will jump into the following areas of ownership:

• Building and implementing automations: Design and operationalize a system for managing the VSMB/SMB segments: segmenting accounts by lifecycle stage, engagement level, and renewal risk for consistent tracking and follow-up. In doing this, you'll be partnernig closely Alexa, who leads Lifecycle and Customer Marketing, as well as other members of our Customer Success team.
• Lead scaled customer programs: Alongside team members like Monique on the Customer Success side and Alexa on the Lifecycle and Customer Marketing side, you'll drive adoption and retention by facilitating one-to-many initiatives such as webinars, group trainings, and automated lifecycle campaigns.
• Own digital onboarding for new VSMB SMB customers: Managing digital-touch onboarding for customers in North America and APAC, ensuring a smooth post-sales experience and early success milestones.
• Refine automation and playbooks: Use customer data and feedback to optimize engagement strategies, continuously improving efficiency and outcomes.

What You’ll Need To Be Successful

We want you to love your work and believe that these skills will allow you to succeed in the role. Applying these skills requires:

• SMB expertise: Deep understanding of the needs, behaviors, and business rhythms of very small and small-to-medium-sized businesses, with experience managing large volumes of VSB/VSMB accounts.
• Churn management: Proven ability to proactively identify risk and execute strategies to retain accounts and reduce churn across a high-volume book of business.
• Scaled program delivery: Experience designing, managing, and optimizing automations and one-to-many engagement strategies across a globally dispersed customer base.
• Customer retention: Strong track record of driving long-term customer value through targeted retention initiatives and scalable success programs.
• Clear communicator: Confident and articulate written and verbal communicator, capable of explaining technical concepts in a simple, relatable way to a non-technical audience.
• Webinar & content delivery: Comfortable preparing, recording, and hosting live or pre-recorded sessions for one-to-many formats, including webinars and onboarding content.

As a fully remote team, we’re looking for someone comfortable with asynchronous communication as the default, which means you have previous remote experience and are comfortable using tools like Slack, Loom, and Linear to communicate as needed.

Why Join Us

On target earnings for this role is OTE US $120,163 (Level 3), structured as a 90:10 split between base and variable compensation. Here’s a blog post with more information on how we determine our salaries.

We’re a global async remote company with a diverse team of people from all over the world who share a common belief in living our best work life. We believe deeply in the idea of transparency and share our Float Handbook publicly so potential new team members can see first hand our perks & benefits as well as our ways of working. If you feel like you can thrive at Float to do your best work, we would love to hear from you.

Hiring Process For This Role

You’ll find a lot of useful information about our interview process and what it’s like to join our global team on the Float careers page. The hiring process for this role looks like this:

• Application (3 questions): We’ll ask you three short questions to understand why this role sparked your interest and learn more about your relevant experience. These questions carry a lot of weight in our process, so take your time to answer them thoughtfully. A few days to reflect and write a strong response beats a rushed, cookie-cutter one every time.
• Initial meet (20 min): You'll meet with Julia, our Talent Manager (👋 hi, that’s me!), to chat about your interest in the role and talk through any questions you have about working at Float.
• Manager interview (45 min): You’ll meet with Emily, our Customer Success Lead, to learn more about your skills and experience, and hear about how you can make an impact at Float.
• Co-worker interview (30 min): You’ll meet with Alexa, who leads our lifecycle and customer marketing, to dive deeper into our values at Float, how you work cross-functionally, and learn more about your goals for the role.
• Founder Interview (30 min): You’ll meet with Glenn, Float’s CEO, to get to know you and see if you have potential to be a great addition to the team.

Using AI? A Quick Note.

We know that AI tools are part of how many of us work today (us too!). Feel free to use AI to support your writing, but don’t let it do the talking for you. We read every application carefully, and it’s easy to spot when something's been fully copy-pasted. Help us get to know the real you!

Note: Industry research shows that women and those in traditionally underrepresented groups generally don’t apply to jobs unless they check all the boxes for the role. If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.