Senior Customer Success Operations Manager

Float•Toronto, ON

30d•Hybrid

About The Position

Float is investing in the next chapter of its Customer Success Operations function. As our Senior Customer Success Operations Manager, you'll play a foundational role in shaping how Customer Success scales by building the systems, programs, and operating rhythms that help our customers grow and our team operate more effectively. While we already leverage Salesforce across the business, this role will lead the evolution of our dedicated Customer Success tooling and operating model as we continue to scale. We're looking for a Customer Success Operations Manager to build the systems, processes, and insights that enable our Customer Success team to scale efficiently while driving customer retention, expansion, and operational excellence. You'll partner closely with Customer Success leadership, RevOps, Finance, Product, and Sales to transform strategic ideas into repeatable operating programs that improve customer outcomes and business performance.

Requirements

5+ years of experience in Customer Success Operations, Revenue Operations, or a similar strategic operations role with end-to-end ownership.
Experience working in a consumption or usage-based SaaS business where forecasting, customer growth, and compensation models are more complex is highly preferred.
Proven experience building scalable Customer Success programs, processes, and operating rhythms from the ground up.
Hands-on experience selecting, implementing, and optimizing Customer Success technology and operational tooling.
Strong analytical skills with the ability to turn complex, fragmented data into clear business recommendations.
Experience building customer health models, forecasting frameworks, and executive reporting.
Exceptional cross-functional communication skills with experience partnering closely with Customer Success, Sales, Finance, Product, and RevOps leaders.
A bias toward action—you identify problems, propose solutions, and drive execution without waiting for direction.

Nice To Haves

Experience with Salesforce, Metabase, Gainsight, Vitally, or other Customer Success and BI platforms.

Responsibilities

Design and optimize the end-to-end post-sales (Customer Success) customer journey across onboarding, adoption, renewal, and expansion.
Build and own the Customer Success operating system, creating scalable processes that improve retention, expansion, forecasting, and operational efficiency.
Evaluate, implement, and optimize the Customer Success technology stack, driving adoption and enablement across the team.
Develop and continuously improve customer health scoring frameworks, risk indicators, and expansion signals.
Build and own recurring forecasting programs and target setting for customer retention and expansion, ensuring leadership has accurate visibility into business performance.
Create scalable account planning and risk management programs for Float's largest customers.
Partner with Customer Success leadership to define CSM workflows, operating rhythms, success metrics, and performance measurement.
Translate complex and fragmented customer data into clear recommendations and actionable insights for Customer Success and GTM leadership.
Partner cross-functionally with RevOps, Product, Finance, Sales, and Data teams to improve systems, reporting, customer handoffs, and operational efficiency.
Identify opportunities to automate manual work and streamline workflows so Customer Success Managers can spend more time driving customer value.
Establish reporting, dashboards, and operating cadences that help leadership make faster, data-informed decisions.