Manager, Customer Activation

Float•Toronto, ON

4d•Hybrid

About The Position

Float is seeking a Customer Activation Team Manager to lead a team of five Customer Activation Managers (CAMs). This role is crucial as it manages the critical handoff from sales closing a deal to a new customer getting set up on Float's platform. The team is responsible for training spenders, migrating corporate card spend, and onboarding customers across Float's product suite, owning the customer's activation journey for the first 120 days. This is a backfill position for an existing strong team, requiring a leader to build upon the current foundation. The role involves close collaboration with Account Executives, Product, and Engineering to ensure a smooth activation process, standardize team operations, and accelerate customer value realization. The position is hands-on, with the manager expected to lead the team like a revenue organization, focusing on metrics like realized TPV (total payment volume) and other revenue-tied outcomes, and actively engaging with individual accounts.

Requirements

Experience managing a team that owned a revenue or activation-tied outcome.
Experience as an individual contributor in a revenue or activation-tied role.
Background in an adoption-, usage-, or consumption-based business model.
Payments or POS experience (e.g. Shopify, Lightspeed, or similar).
Inherent curiosity about how payment products fit together and a genuine drive to understand the mechanics.
Startup or fast-paced environment experience, with a track record of driving initiatives forward without needing heavy direction.
Resourcefulness to unpack a problem, go to the source, and drive it to a solution.
Demonstrated ability to unpack customer issues and build a path forward in partnership with CAMs and Sales.
Strong analytical skills — comfortable spotting trends and patterns across both accounts and people, and turning them into action.
A proactive, ownership-driven approach — diagnose problems before they surface and bring solutions.
Excellent cross-functional collaboration skills, with the ability to work effectively with Sales, Revenue Operations, Product, and Engineering.
Comfort operating in ambiguity — ability to move forward without everything being fully playbooked.
Strong interpersonal and presentation skills; comfort being customer-facing for high-value accounts.
Ability to come into the Toronto office from Tuesdays to Thursdays.

Nice To Haves

FinTech and/or financial services experience is highly favoured.
Pure customer-success or account-management leadership background where KPIs were satisfaction or SLAs rather than a revenue-tied number.
Preference for managing from dashboards without getting into the weeds on individual accounts, learning the product deeply, or coaching reps directly.
Preference for escalating issues rather than unpacking problems and driving them to resolution.
Desire for a purely strategic seat rather than a hands-on, player-coach team lead role.
Not energized by a fast-moving, evolving environment where processes are still maturing.

Responsibilities

Lead and develop a team of five Customer Activation Managers, owning their performance, growth, and day-to-day support.
Own the team's results against realized TPV and other revenue-tied activation metrics.
Standardize onboarding playbooks across scenarios to ensure a consistent customer experience.
Build out playbooks, processes, and metrics for multi-product adoption beyond the first 30 days, extending focus across the full 120-day journey.
Develop deep product fluency across Float's full payments suite and translate that understanding into the customer onboarding journey.
Actively engage with individual accounts to diagnose blockers, unstick stalled activations, and coach CAMs through complex situations.
Bring rigor and follow-up discipline to the team's sales-like motion, holding reps accountable for proactively driving accounts to activation.
Flag account risks early and proactively to relevant teams (CAMs, Sales, Customer Success, Leadership) before they threaten activation or retention.
Partner with Sales to understand the customer journey and with Customer Success to ensure a smooth transition into long-term adoption.
Represent the Customer Activation team directly for high-value accounts, including presenting to stakeholders.
Surface product and process feedback to Product and Engineering leadership, using CAM and customer input to drive changes to the activation experience.
Advocate cross-functionally with Product, Engineering, and Marketing to remove friction from the activation journey.
Build a team culture where CAMs feel supported, recognized, and set up to do their best work.