Customer Success Manager, Digital (VSMB/SMB)

Float.com•New York, NY

3h•Remote

About The Position

Float is the leading resource management software for professional services teams. Since 2012, we’ve grown every year—independently, self-funded, and profitably. We’re rated #1 for resource management on G2 and trusted by 4,500+ customers worldwide. As a certified B Corporation, we’re committed to making a positive impact on our team, customers, the environment, and the remote community. Our 60+ person team works 100% remotely across the globe, with perks and benefits designed to support us in living our Best Work Life. You'll collaborate with teammates across Australia, Mexico, the UK, Nigeria, Canada, and the US. Learn more about our data security practices for employment or service contracts here. Browse our blog to get a glimpse of life at Float and check out our Glassdoor employer reviews. See why our customers love Float on G2. We’re on a scale-up journey, and we’re seeking people who thrive in this stage. We want Float to be the place where you have the autonomy and opportunity to do the best work of your career. At Float, we’re committed to supporting our customers with care while scaling sustainably. As part of that journey, we’re expanding our focus on retention within our VSMB and SMB customer segments, and are committed to building systems that deliver value at scale without sacrificing the personal experience. This role leads that charge. As our first Customer Success Manager fully focused on a digital-first model, you’ll shape and deliver one-to-many programs, build proactive engagement strategies, and drive consistent customer outcomes across a high-volume segment. It’s a critical role at a pivotal moment, and is designed to strengthen retention, amplify impact, and help Float evolve toward a smarter, scalable model of customer success. We’re looking for someone based in the AMER region (North, Central, or South America!), so that we can ensure our one-to-many programs can support our client base. That said, 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.

Requirements

SMB expertise: Deep understanding of the needs, behaviors, and business rhythms of very small and small-to-medium-sized businesses, with experience managing large volumes of VSB/VSMB accounts.
Churn management: Proven ability to proactively identify risk and execute strategies to retain accounts and reduce churn across a high-volume book of business.
Scaled program delivery: Experience designing, managing, and optimizing automations and one-to-many engagement strategies across a globally dispersed customer base.
Customer retention: Strong track record of driving long-term customer value through targeted retention initiatives and scalable success programs.
Clear communicator: Confident and articulate written and verbal communicator, capable of explaining technical concepts in a simple, relatable way to a non-technical audience.
Webinar & content delivery: Comfortable preparing, recording, and hosting live or pre-recorded sessions for one-to-many formats, including webinars and onboarding content.
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.

Responsibilities

Developing product and customer expertise: You’ll work on learning and developing working knowledge of Float’s product, customer journey, and existing success strategies to confidently support SMB customers across regions and understand areas of opportunity.
Manage SMB customer portfolio: Own a book of 3500+ SMB customers, maintaining high-level oversight, and making improvements to existing systems and workflows.
Map and baseline retention metrics: Deliver a clear, documented view of current retention performance, and identify automation opportunities to improve renewals at scale.
Building and implementing automations: Collaborate with your team to design and operationalize a system for managing the VSMB/SMB segments: segmenting accounts by lifecycle stage, engagement level, and renewal risk for consistent tracking and follow-up.
Lead scaled customer programs: Drive adoption and retention by running one-to-many initiatives such as webinars, group trainings, and automated lifecycle campaigns.
Own digital onboarding for new VSMB SMB customers: Managing digital-touch onboarding for customers in North America and APAC, ensuring a smooth post-sales experience and early success milestones.
Refine automation and playbooks: Use customer data and feedback to optimize engagement strategies, continuously improving efficiency and outcomes.

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