Website Float
Get your people and your profit on track
Location: 100% Remote – AMER Region (North, Central, or South America)
Company: Float
Department: Customer Success
Employment Type: Full-Time
Compensation: OTE $120,163 USD (90:10 Base:Variable)
Experience Level: 3–5+ Years
Industry: B2B SaaS / Professional Services Technology
Also See: Customer Experience Representative
About Float
Float is the #1 rated resource management software on G2, trusted by over 4,500 professional services teams worldwide. Since 2012, we’ve grown every single year—independently, self-funded, and profitably. We are a fully remote team of 60+ people spanning 22 countries, united by a shared belief in Best Work Life: autonomy, impact, and balance.
We are on a deliberate scale-up journey, and we’re seeking people who thrive at this stage—where ambiguity meets opportunity, and where your ownership today becomes tomorrow’s operating system.
The Opportunity: Build the Future of Digital Customer Success
This is Float’s first Customer Success Manager role exclusively dedicated to a digital-first, one-to-many model. This is not a traditional enterprise CSM role. You will not manage 50 accounts with white-glove treatment. Instead, you will own the success, retention, and expansion of 3,500+ VSMB and SMB customers—designing scalable programs that deliver high-touch outcomes at low-touch scale.
You will be the architect of our digital customer journey. You will build the automations, design the playbooks, host the webinars, and operationalize the engagement strategies that keep thousands of small businesses successful on Float.
This role reports to our Director of Customer Success, Emily, and partners closely with Alexa (Lifecycle & Customer Marketing) and Monique (Customer Success). Together, you will redefine how Float delivers value at scale.
Location Requirement: This role is open to candidates based anywhere in North, Central, or South America (AMER region) to ensure our scaled programs align with customer time zones.
What You’ll Own
Phase 1: Foundation & Discovery (First 30–60 Days)
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Develop deep expertise in Float’s product, customer journey, and existing success infrastructure.
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Own a portfolio of 3,500+ SMB customers, maintaining high-level oversight and identifying systemic improvement opportunities.
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Map current retention performance and establish baseline metrics to measure the impact of future digital initiatives.
Phase 2: Build & Operationalize (60–90+ Days)
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Segment accounts by lifecycle stage, engagement level, and renewal risk. Build scalable workflows for consistent tracking, outreach, and follow-up.
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Partner with Lifecycle Marketing to deliver one-to-many initiatives, including:
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Automated onboarding sequences
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Group training webinars (live and on-demand)
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Lifecycle email campaigns
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Digital touchpoints that drive adoption and reduce time-to-value
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Own digital onboarding for VSMB/SMB customers across North America and APAC, ensuring smooth post-sales handoff and early success milestone attainment.
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Use customer data, feedback, and behavioral signals to optimize engagement strategies, improve efficiency, and maximize renewal outcomes.
What You’ll Need to Succeed
Required Experience & Expertise
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Deep, intuitive understanding of how very small and small-to-medium businesses operate—their constraints, rhythms, and success drivers.
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Proven experience managing hundreds or thousands of customers in a digital or low-touch CSM capacity.
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Track record of proactively identifying renewal risk at scale and executing strategies that measurably reduce churn.
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Hands-on experience designing, launching, and optimizing automations, lifecycle campaigns, and one-to-many engagement programs.
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Comfortable on camera; experienced in preparing, recording, and hosting live or pre-recorded sessions for large audiences.
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Ability to translate technical concepts into simple, human language that resonates with non-technical business owners.
Remote-First Competencies
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Previous experience in a fully distributed, asynchronous work environment.
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Proficiency with modern remote collaboration tools (Slack, Loom, Linear, Notion, or similar).
Nice-to-Haves
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Experience with customer success platforms, marketing automation tools, or CRM systems (e.g., HubSpot, ChurnZero, Gainsight, Intercom).
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Familiarity with resource management, professional services automation, or project management software categories.
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Background in B2B SaaS scale-up environments.
Why Join Float?
Compensation & Benefits
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$120,163 USD (Level 3) – 90:10 base/variable split.
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We publish our compensation philosophy publicly. No negotiation games. No pay disparity.
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Work from anywhere in AMER. No office mandate. No commute.
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Default to deep work. Minimize meetings. Maximize impact.
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This role is a greenfield initiative. You won’t inherit a playbook—you’ll write it.
Culture & Mission
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No VC pressure. No growth-at-all-costs. We grow on our own terms.
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We don’t just say “work-life balance”—we design policies, schedules, and expectations around it.
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22+ countries, one shared purpose. We hire humans, not resumes.
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We share our strategy, salary data, and even our cap table publicly. Join a company that trusts you with the truth.
Our Hiring Process
We designed our process to respect your time and surface the real you.
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Application (3 Questions): No cover letter required. We’ll ask three short, thoughtful questions. We read every response carefully. AI is fine for support, but we want to hear your voice. Cookie-cutter submissions are immediately noticeable.
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Initial Meet (30 min): Chat with Julia, our Talent Manager, about the role, Float, and your career aspirations.
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Manager Interview (60 min): Meet Emily, Director of Customer Success, to discuss your experience, skills, and how you’ll drive impact.
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Coworker Interview (30 min): Connect with Alexa, Lifecycle & Customer Marketing Lead, to explore cross-functional collaboration and values alignment.
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Founder Interview (30 min): Meet Glenn, Float’s CEO, to ensure mission and culture fit.
Note: Research shows women and underrepresented groups often hesitate to apply unless they meet every qualification. If you don’t check 100% of the boxes but believe you can excel in this role—we encourage you to apply. Tell us what you bring.
Ready to Build the Future of Digital CS?
If you are a strategic, systems-thinking Customer Success professional ready to move from one-to-one heroics to one-to-many impact, we want to meet you.
Apply Now: Float – Customer Success Manager, Digital (VSMB/SMB)