Senior Customer Success Operations Manager

ABOUT FLOAT Float is on a mission to simplify finance for Canadian businesses, empowering them to eliminate complexity and unlock new opportunities. Through our innovative platform, Float enables businesses to streamline financial operations and optimize cash flow, so they can focus on what matters most: growth. As one of Canada’s fastest growing companies https://www.theglobeandmail.com/business/rob-magazine/top-growing-companies/article-ranking-canadas-top-growing-companies-of-2024/ and top-rated startups in 2025 https://www.linkedin.com/posts/floatfinancial_were-proud-to-share-that-float-has-been-activity-7387093684720300032-2DDz/, 2024 https://www.linkedin.com/pulse/linkedin-top-startups-2024-15-canadian-companies-rise-linkedin-news-llihe/ and 2023 https://lnkd.in/TSU23CA, Float is customer-obsessed, passionate and entrepreneurial, with a team that includes leaders from Uber, Stripe, Shopify, Top Hat, Ada, Doordash, Snowflake, and Wealthsimple. At Float, everyone is an owner, bringing their unique perspective to our team and product. Your voice is important, and we take having a culture based on feedback seriously. We openly share our thoughts and differing opinions so we can continue to improve. We do our best to keep our decision-making decentralized so that all team members feel ownership in our success. OUR PRODUCT Float is Canada’s intelligent financial operating system, combining modern financial services and software to help businesses spend, save, and grow. Trusted by more than 7,500 Canadian companies, Float provides high-limit corporate cards, automated expense management, next-day bill payments, high-yield accounts, and industry-leading support, all built in Canada, for Canada. Float recently announced our $85 million Series C https://floatfinancial.com/press/float-financial-raises-cad-85-million-series-c, and is backed by world-class investors, including Inovia Capital, Growth Equity at Goldman Sachs Alternatives, OMERS Ventures, and Silicon Valley Bank. Our team is a collection of ambitious, collaborative and mission-driven people from all walks of life but with one goal: helping Canadian companies not just survive but thrive. And we’re looking for bold innovators to help shape the future of business finance in Canada. AI USE IN OUR HIRING PROCESS We use technology, including artificial intelligence (AI), to support parts of our hiring process. This may include AI-assisted scheduling and candidate communications, and AI-generated interview notes, guides or summaries to help our team focus on the conversation. All hiring decisions are made by our hiring team. ABOUT THE ROLE 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. WHAT YOU'LL DO - 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 a…