Senior Customer Success Operations Manager

ABOUT FLOAT 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 https://www.theglobeandmail.com/business/rob-magazine/top-growing-companies/article-ranking-canadas-top-growing-companies-of-2024/ and top-rated startups in 2025 https://www.linkedin.com/posts/floatfinancial_were-proud-to-share-that-float-has-been-activity-7387093684720300032-2DDz/, 2024 https://www.linkedin.com/pulse/linkedin-top-startups-2024-15-canadian-companies-rise-linkedin-news-llihe/ and 2023 https://lnkd.in/TSU23CA, Float is customer-obsessed, passionate and entrepreneurial, with a team that includes leaders from Uber, Stripe, Shopify, Top Hat, Ada, Doordash, Snowflake, and Wealthsimple.   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.   OUR PRODUCT Float is Canada’s intelligent financial operating system, combining modern financial services and software to help businesses spend, save, and grow. Trusted by more than 7,500 Canadian companies, Float provides high-limit corporate cards, automated expense management, next-day bill payments, high-yield accounts, and industry-leading support, all built in Canada, for Canada. Float recently announced our $85 million Series C https://floatfinancial.com/press/float-financial-raises-cad-85-million-series-c, and is backed by world-class investors, including Inovia Capital, Growth Equity at Goldman Sachs Alternatives, OMERS Ventures, and Silicon Valley Bank.   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. AI USE IN OUR HIRING PROCESS 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. ABOUT THE ROLE Float is investing in the next chapter of its Customer Success Operations function. As our Senior Customer Success Operations Manager, you'll play a foundational role in shaping how Customer Success scales by building the systems, programs, and operating rhythms that help our customers grow and our team operate more effectively. While we already leverage Salesforce across the business, this role will lead the evolution of our dedicated Customer Success tooling and operating model as we continue to scale. We're looking for a Customer Success Operations Manager to build the systems, processes, and insights that enable our Customer Success team to scale efficiently while driving customer retention, expansion, and operational excellence. You'll partner closely with Customer Success leadership, RevOps, Finance, Product, and Sales to transform strategic ideas into repeatable operating programs that improve customer outcomes and business performance. WHAT YOU'LL DO - Design and optimize the end-to-end post-sales (Customer Success) customer journey across onboarding, adoption, renewal, and expansion. - Build and own the Customer Success operating system, creating scalable processes that improve retention, expansion, forecasting, and operational efficiency. - Evaluate, implement, and optimize the Customer Success technology stack, driving adoption and enablement across the team. - Develop and continuously improve customer health scoring frameworks, risk indicators, and expansion signals. - Build and own recurring forecasting programs and target setting for customer retention and expansion, ensuring leadership has accurate visibility into business performance. - Create scalable account planning and risk management programs for Float's largest customers. - Partner with Customer Success leadership to define CSM workflows, operating rhythms, success metrics, and performance measurement. - Translate complex and fragmented customer data into clear recommendations and actionable insights for Customer Success and GTM leadership. - Partner cross-functionally with RevOps, Product, Finance, Sales, and Data teams to improve systems, reporting, customer handoffs, and operational efficiency. - Identify opportunities to automate manual work and streamline workflows so Customer Success Managers can spend more time driving customer value. - Establish reporting, dashboards, and operating cadences that help leadership make faster, data-informed decisions. ABOUT YOU - You Put Customers First. You're constantly thinking about how operational improvements ultimately create a better customer experience. - You Act Like an Owner. You proactively identify opportunities, solve problems, and take accountability for outcomes. - You Think Big and Move Fast. You're energized by building from zero to one and thrive in fast-moving, ambiguous environments. - You Constantly Learn and Grow. You actively seek feedback, adapt quickly, and continuously improve your craft. - You Raise the Bar. You balance speed with quality and are always looking for ways to improve how teams operate. - You Win as a Team. You build strong relationships across functions and know that great operations require great collaboration. WHAT YOU'LL BRING - 5+ years of experience in Customer Success Operations, Revenue Operations, or a similar strategic operations role with end-to-end ownership. - Experience working in a consumption or usage-based SaaS business where forecasting, customer growth, and compensation models are more complex is highly preferred. - Proven experience building scalable Customer Success programs, processes, and operating rhythms from the ground up. - Hands-on experience selecting, implementing, and optimizing Customer Success technology and operational tooling. - Strong analytical skills with the ability to turn complex, fragmented data into clear business recommendations. - Experience building customer health models, forecasting frameworks, and executive reporting. - Exceptional cross-functional communication skills with experience partnering closely with Customer Success, Sales, Finance, Product, and RevOps leaders. - A bias toward action—you identify problems, propose solutions, and drive execution without waiting for direction. - Bonus: Familiarity with Salesforce, Metabase, or similar CS and BI platforms is a plus — but curiosity and the ability to pick up new tools fast matter more. Our stack is still taking shape, and we want someone excited to help decide its future, not someone anchored to what they already know. THIS MAY NOT BE THE ROLE FOR YOU IF... - You prefer inheriting mature processes rather than building them from scratch. - Your experience is primarily as a Customer Success Manager or Account Manager rather than leading operational strategy and systems. - You've primarily worked as an analyst supporting operations rather than owning an operations function. - You prefer reporting on metrics over building the systems that generate them. - You thrive in highly structured environments with clearly defined processes rather than creating them yourself. OUR HIRING PHILOSOPHY We hire for character, curiosity, and learning velocity before credentials. Titles matter less than impact, and every hire is expected to raise the bar for Float as a whole.   WHY YOU SHOULD JOIN - 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   IN SHORT 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 https://www.linkedin.com/in/victoria-boult-b21b2053/ (victoria@floatfinancial.com), and we’ll work with you to make sure you have what you need to succeed.