Customer Success Operations Manager

Description:

Float, one of Canada’s fastest-growing fintech startups, is looking for a Customer Success Operations Manager to join its team in Toronto. This critical role will focus on building scalable systems, leveraging data and AI tools, and implementing efficient processes that empower the Customer Success (CS) team to deliver world-class experiences. By enabling the CS function through automation and insights, you will directly contribute to Float’s consumption-based revenue growth model, ensuring customers actively use and gain value from the platform.

Float is a leader in modern business finance solutions, offering Canadian companies high-limit corporate cards, automated expense management, next-day bill payments, high-yield accounts, and more. Backed by global investors like Goldman Sachs and OMERS Ventures, Float supports over 4,000 Canadian companies.

Key Responsibilities:

• Design and implement scalable, data-driven processes to improve CS efficiency and customer outcomes.

• Build and maintain Salesforce automation for CS workflows, including renewal tracking, lifecycle management, segmentation, and reporting.

• Serve as the analytics backbone for the CS team, leveraging SQL to extract insights, build dashboards, and drive decisions.

• Partner cross-functionally with Product, Marketing, and Sales Ops to align on customer journey initiatives.

• Operationalize CS programs such as onboarding, QBRs, health scoring, NPS loops, and churn prevention.

• Support CS leadership with strategic planning, QBRs, and continuous process improvements.

• Monitor team performance, identify bottlenecks, and implement changes to enhance customer engagement and retention.

About You (Qualifications & Skills):

• 3–5 years of experience in CS Operations, RevOps, or Business Operations, ideally in fast-growing B2B SaaS.

• Proficiency in SQL for analytics and insights (essential).

• Strong Salesforce reporting/automation experience.

• Exceptional problem-solving skills with the ability to structure ambiguity into actionable solutions.

• Clear and concise communicator who can translate data into executive-ready insights.

• Strong collaboration skills, able to drive cross-functional initiatives to completion.

• Independent, proactive, and adaptable in fast-paced, high-change environments.

• Growth mindset, comfortable with feedback and iteration.

Why Join Float:

• Be part of one of Canada’s fastest-growing fintech companies.

• Competitive compensation package with equity options and benefits.

• Hybrid model: Toronto-based with in-office days for collaboration.

• Catered team lunches every Tuesday and Wednesday.

• Dog-friendly office environment.

• High-trust, high-performance culture with autonomy and ownership.

• Work alongside experienced leaders from Uber, Shopify, Top Hat, and Ada.