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Customer Success Manager, Digital (VSMB/SMB)

1 month ago
North America, Latin America
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
Linear
Apply Now
Float

Float

Float is the #1 rated resource management software trusted by 4,000+ top teams worldwide. It offers planning, scheduling, and time tracking tools to help teams optimize project work, manage capacity, and track budgets in real time. With integrations an...

Internet Software & Services
11-50
Founded 2011
View All Jobs

Description

  • Develop working knowledge of Float’s product, customer journey, and existing success strategies to confidently support SMB customers and identify areas of opportunity.
  • Own a book of 3,500+ SMB customers, maintaining high-level oversight and making improvements to systems and workflows.
  • Map and baseline retention metrics, deliver a documented view of current retention performance, and identify opportunities to improve renewals at scale.
  • Design and operationalize automations and systems for segmenting accounts by lifecycle stage, engagement level, and renewal risk for consistent tracking and follow-up.
  • Lead scaled one-to-many customer programs (webinars, group trainings, automated lifecycle campaigns) to drive adoption and retention.
  • Own digital-touch onboarding for new VSMB/SMB customers in North America and APAC, ensuring a smooth post-sales experience and early success milestones.
  • Refine automations and playbooks using customer data and feedback to continuously improve engagement strategies and outcomes.
  • Collaborate cross-functionally with Lifecycle & Customer Marketing and other Customer Success team members to design and deliver scalable programs.

Requirements

  • Based in the AMER region (North, Central, or South America).
  • Deep understanding of the needs, behaviors, and business rhythms of very small and small-to-medium-sized businesses (VSB/VSMB).
  • Experience managing large volumes of VSB/VSMB accounts and operating at scale.
  • Proven ability to proactively identify churn risk and execute strategies to retain accounts across a high-volume book of business.
  • Experience designing, managing, and optimizing automations and one-to-many engagement strategies across a globally dispersed customer base.
  • Track record of driving long-term customer value through targeted retention initiatives and scalable success programs.
  • Confident written and verbal communicator who can explain technical concepts simply to non-technical audiences.
  • Comfortable preparing, recording, and hosting live or pre-recorded webinars and onboarding content.
  • Previous remote work experience and comfort with asynchronous communication and tools like Slack, Loom, and Linear.

Benefits

  • On-target earnings (OTE) US $120,163 (Level 3), structured as a 90:10 split between base and variable compensation.
  • 100% remote, asynchronous-first global team (60+ people across 22+ countries).
  • Perks and benefits designed to support employees' Best Work Life (details available in the public Float Handbook).
  • Transparent salary philosophy and public resources explaining how salaries are determined.
  • Opportunity to join a profitable, independently self-funded scale-up and certified B Corporation.
  • Collaborative, diverse global team with remote-friendly ways of working and documented practices available publicly.

Interested in this position?

Apply directly on the company website

Apply Now

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