Customer Success Manager (Americas)

Who We Are

Float is the world’s leading software for teams to plan their time. Launched in 2012, we’ve grown every year since and remain proudly independent, self-funded, and profitable. We’re a team of 50 working 100% remotely, and you’ll be partnering with team members based globally, including Australia, Mexico, Italy, Nigeria, Canada, and the USA.

Hear what our team has to say by browsing our blog or reading our Glassdoor reviews. Check out what our customers think of Float from our G2 reviews.

We’re on a scale-up journey, seeking people who thrive in this stage, given the autonomy and the opportunity to do the best work of their career.

Why We’re Hiring For This Role

Mid-market teams (101 to 1,000 people) are our fastest-growing customer segment, and we’re the leading solution to serve their resource planning needs. We’re fortunate to have a product that our customers love, find easy and intuitive to use, and many are growing and expanding their usage of Float across teams within their organization.

That’s where our Customer Success team comes in - they help our customers get the most value out of Float by helping them onboard and train new users, establish workflows, and transition data from their previous processes, all while creating long-term plans to help our customers achieve their business needs.

We’ve supported notable names of people planners, including teams like Atlassian, Edisen, and Stripe. With the relationships we’ve built with our customers, we’ve also influenced product strategy. For example, we recently released key features our customers have been asking for, like an in-app Timer and custom Views shared across teams, with more exciting updates on the roadmap.

We’re focusing on making sure the value that Float brings to our customers’ business is crystal clear and ensuring they understand how we’ll support their business as they grow with Float. Retention is a 2024 company-wide objective at Float, and the Customer Success team is currently focused on churn prevention and building a more proactive churn management approach. Alongside retention, we’re working to establish playbooks to identify expansion opportunities and support our customers’ internal growth. For example, identifying triggers for when to suggest turning monthly subscriptions into annual.

With continual growth, a talented team, and strong data and process foundations, this is an exciting time to join the Customer Success team at Float.

An Overview of the role from Emily, Customer Success Manager

Emily, a Customer Success Manager at Float and the Hiring Manager for this role, explains the important role you will play within our Customer Success team.

Watch this video here.

What You’ll Be Responsible For

In collaboration with Emily and the team, you’ll work to build up your book of business from our sales-assisted customers. They are handed off from the sales team to begin their onboarding and training encompassing the first 90-days.

You’ll be a Float expert, contributing to our onboarding toolkit which is the foundation of how we train our customers, and continue to create content to cover lifetime support. Retention and CSAT are some of the key metrics we track, this helps prioritise where we spend our time with customers.

Early on, you’ll focus on:

• Becoming an expert in the Float product
• Understanding the needs of our customers
• Learning about Resource Management and what it looks like for our customers
• Following along with the onboarding toolkit and identifying content to add
• Meeting with new customers for onboarding kickoff and scheduling ongoing training for growing teams

And once you’re settled in, we’d love to see your impact by:

• Meeting team goals for retention, account growth, and customer health
• Growing your own book of business and owning your client relationships
• Creating content to help customers be successful within their organizations (i.e. a webinar highlighting newly released features, training on how to train their team members, a rollout timeline for them to share with their team)
• Contributing to playbooks to support expansion and retention
• Proactively reaching out to customers with declining usage
• Recognizing churn risks and mitigation techniques

What You’ll Need To Be Successful

We want you to love your work and believe these experiences and skills will allow you to succeed:

• Experience in Customer Success working with mid-market customers for a B2B SaaS product, encompassing early onboarding to churn and renewal management
• Comfortable training and onboarding new customers in both a high-touch experience as well scaling to support a high volume of accounts
• Familiarity with Success tools, CRMs, and workflows that help us improve our customer experience
• Drive to be the customer’s advocate and close the feedback loop with our Product team
• Strategic thinking and understanding long-term growth plans for customers, experience identifying opportunities for product education and implementing touchpoints that impact retention
• Strong communication skills in both written and live communication that drives value and translates technical concepts to different skill levels and customer types during customer meets for larger audiences

As a fully remote team, we’re looking for someone comfortable with asynchronous communication as the default, which means you have previous remote experience and are comfortable using tools like Slack, Loom, and Linear to communicate as needed.

Why Join Us

Pay for this role is US $80,000 (Level 2). Here’s a blog post with more information on how we determine our salaries.

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.

We’re a global async remote company with a diverse team of people from all over the world who share a common belief in living our best work life. We believe deeply in the idea of transparency and share our Float Handbook publicly so potential new team members can see firsthand our perks & benefits and ways of working.

If you feel like you can thrive at Float to do your best work, we would love to hear from you.

Note: Industry research shows that women and those in traditionally underrepresented groups generally don’t apply to jobs unless they check all the boxes for the role. If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.

Hiring Process For This Role

You’ll find a lot of useful information about our interview process and what it’s like to join our global team on the Float careers page.

The hiring process for this role looks like this:

• Initial First Meet (25 min): You'll meet with Mary, Talent Manager, to discuss your interest in the role and review your questions about working at Float
• Manager Interview (45 min): You’ll meet with Emily, Customer Success Manager, to discuss how you work and your approach to Customer Success
• Co-Worker Interview (30 min): You’ll meet with something you'll work alongside to dive deeper into your skills, experience, and ability to work cross-functionally
• Founder Interview (30 min): You’ll meet with Glenn, Float’s CEO, to get to know you and see if you have potential to be a great addition to the team.

Our hiring process takes an average of 28 days from the first interview to a job offer (based on YTD 2023 data). Mary from our Talent team will be in touch each step of the way to ensure that you are well-informed and aware of the next step in the process.