Scaled Customer Success Manager

Float

. Own a book of 7,000+ Scaled customers using one-to-many strategies including webinars, email automation, digital touchpoints, high-impact 1:1 outreach, and community channels .

Posted 10/2/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$90,000 - CA$100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing a scaled book of business, driving customer success through data analytics, and implementing effective onboarding and lifecycle communication strategies. Proven ability to collaborate cross-functionally and enhance customer engagement while reducing churn.

Highest-signal resume keywords

Customer Success ManagementData Analytics ProficiencyCross-Functional CollaborationRenewals and Expansion OwnershipSaaS Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Success ProgramsChurn Prediction ModelsLifecycle CommunicationsDigital Engagement StrategiesHealth ScoringOnboarding ProcessesProgram DevelopmentData AnalysisCRM ToolsEmail Automation

Soft Skills

Strong Communication SkillsInterpersonal SkillsProblem-Solving SkillsAnalytical Skills

Tools & Technologies

AppcuesCustomer Success Tools

Industry Keywords

SaaSFintechPaymentsAccounting

About the role

Key responsibilities & impact

Own a book of 7,000+ Scaled customers using one-to-many strategies including webinars, email automation, digital touchpoints, high-impact 1:1 outreach, and community channels
Track and improve adoption, NRR, health score, payment volume, and satisfaction through targeted outreach and digital playbooks
Own renewals for the segment and identify expansion opportunities from product usage and health data
Build and iterate Float’s Scaled CX playbook with CX, Product, Lifecycle Marketing, and RevOps leaders
Develop scaled onboarding, lifecycle communications, and tech-touch success plans to increase engagement and reduce churn
Project-manage cross-functional CX programs
Use Appcues, email automation, and customer success tools to trigger and measure playbooks, track usage, and run health scoring
Partner with RevOps and Data on churn prediction models, dashboards, and customer insights
Test and recommend tooling to improve digital engagement and success visibility
Represent Scaled customers by bringing patterns, insights, and blockers to Product, Support, RevOps, Marketing, and CX
Establish cross-team SLAs and feedback loops for tech-touch customer experience

Requirements

What you’ll need

4–5+ years in Customer Success at a fast-paced SaaS company
Track record of building programs and processes that deliver a best-in-class experience at scale
Experience owning a scaled book of business or running 1-to-many success programs across the lifecycle
Strong proficiency with data analytics and CRM tools
Strong communication and interpersonal skills
Excellent problem-solving and analytical skills
Ability to own renewals and expansion at scale, centered on NRR
Customer- and product-driven mindset
Ability to build and iterate programs in ambiguity
Experience with cross-functional collaboration across CX, Product, and RevOps
Nice to have: experience in fintech, payments, or accounting-adjacent products
Nice to have: experience building or tuning churn prediction models with Data or RevOps
Must be legally eligible to work in Canada
Must currently reside in Canada

Benefits

Comp & perks

Equity options
Competitive compensation
Benefits
Hybrid work model with in-office days for connection and collaboration
Catered team lunches every Tuesday, Wednesday and Thursday
Dog-friendly office
High-trust, high-performance culture
Workplace accommodations during the hiring process or employment