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.

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!

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.

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