Float.com · 1 week ago
Customer Success Manager, Digital (VSMB/SMB)
United States
Full-time
Remote
Mid, Senior Level
$120K/yr - $120K/yrFloat.com is the leading resource management software for professional services teams, and they are seeking a Customer Success Manager focused on a digital-first model. This role will shape and deliver one-to-many programs, build proactive engagement strategies, and drive consistent customer outcomes across a high-volume segment.
Enterprise Resource Planning (ERP)SaaSSchedulingSoftwareTask Management
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
Qualification
Required
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
Proven ability to proactively identify risk and execute strategies to retain accounts and reduce churn across a high-volume book of business
Experience designing, managing, and optimizing automations and one-to-many engagement strategies across a globally dispersed customer base
Strong track record of driving long-term customer value through targeted retention initiatives and scalable success programs
Confident and articulate written and verbal communicator, capable of explaining technical concepts in a simple, relatable way to a non-technical audience
Comfortable preparing, recording, and hosting live or pre-recorded sessions for one-to-many formats, including webinars and onboarding content
Previous remote experience and are comfortable using tools like Slack, Loom, and Linear to communicate as needed
Company
Float.com
Float is the #1 solution for profitable resource management, founded in 2011 and now trusted by 4,500+ of the world’s leading agencies, consultancies, and in-house production team—including M&C Saatchi, Instrument, Mother, Ogilvy, Google Brand Studio Creative, and Airbnb.
Founded in 2012
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Glenn Rogers
CEO & Co-founder
Lars Gelfan
CTO & Co-founder
Recent News
VC News Daily
2024-03-29
Company data provided by crunchbase