Customer Success Manager, Digital; VSMB​/SMB

Overview

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. Float is a certified B Corporation, 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 are on a scale-up journey and are seeking people who thrive in this stage. Float aims to be the place where you have autonomy and opportunities to do the best work of your career.

Why We re Hiring For This Role At Float, we are committed to supporting our customers with care while scaling sustainably. We are expanding our focus on retention within our VSMB and SMB customer segments and are 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, designed to strengthen retention, amplify impact, and help Float evolve toward a smarter, scalable model of customer success.

We are 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. You ll be working asynchronously with a bright, dedicated team from across the globe, with a focus on turning complex problems into simple, intuitive solutions for our customers. Our Director of Customer Success, Emily, explains the important role you will play within our Customer Success team.

Watch this video!

Early on, you ll jump right into:

• Developing product and customer expertise: learn Float s product, customer journey, and existing success strategies to confidently support SMB customers across regions and identify opportunities
• Manage SMB customer portfolio: own a book of 3500+ SMB customers, maintain high-level oversight, and improve 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 settled, you ll take ownership in these areas:

• Building and implementing automations: design and operate a system for managing the VSMB/SMB segments, segmenting accounts by lifecycle stage, engagement level, and renewal risk for consistent tracking and follow-up. You ll partner with Alexa (Lifecycle and Customer Marketing) and other Customer Success team members
• Lead scaled customer programs: 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: manage 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 and continuously improve efficiency and outcomes

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:…