Head of Customer Success

About the role

We're looking for a Head of Customer Success to join Float and be a part of a team building the best corporate card and spend management platform in Canada. As Head of Customer Success, you will be responsible for overseeing our Customer Success strategy to enhance our onboarding processes, increase Total Payment Volume (TPV) from existing customers, and create recurring and predictable post-sale revenue. Your work will be instrumental in building and reshaping our post-sales organization, with a focus on strategy execution, team leadership, customer journey mapping, and playbook development. As the Customer Success Leader at Float, you will be responsible for: Strategy Execution & Commercial Ownership: Execute and evolve Customer Success strategies that drive Net Revenue Retention through TPV growth , multi-product adoption, and long-term customer retention. Own the post-sale commercial motion , including renewals, expansions, and multi-product attach, in close partnership with Sales and RevOps. Ensure Customer Success directly contributes to revenue outcomes and predictable growth. Customer Growth, Retention & Adoption: Oversee the growth of key customer metrics, including spend penetration, incremental revenue, retention, and expansion . Drive increased adoption of core and emerging products (e.g., Prefunded Cards, Charge Card, USD, Yield Accounts, Reimbursements, and future offerings). Retain and expand key accounts through first-class service, proactive risk management, and strategic value realization. Voice of the Customer & Product Influence: Serve as the voice of the customer across the organization. Systematically collate, analyze, and synthesize customer feedback, requirements, and objections across segments. Translate individual CSM insights into strategic, data-backed themes that inform product prioritization, roadmap decisions, and go-to-market strategy. Partner closely with Product and Engineering to ensure customer needs are clearly articulated, prioritized, and reflected in product evolution. Operational Excellence & Scalable Playbooks: Design, own, and continuously improve post-sale playbooks that support efficient service across high-touch, mid-touch, and low-touch customer segments. Ensure playbooks are maintained, measurable, and usable for onboarding, training, and performance management. Identify and operationalize revenue opportunities for professional services and value-added engagements within Customer Success. Systematize best practices and own functional requirements for CS tools, systems, and workflows to enable scale and consistency. Talent Leadership & Team Development: Recruit, develop, and lead a high-performing Customer Success team . Foster a culture of ownership, urgency, continuous improvement, and measurable business impact. Build strong managers and ICs wh

Benefits

Additional Information

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 and top-rated startups in 2025 , 2024 and 2023 , 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 complete business finance platform, combining modern financial services and software to help businesses spend, save, and grow. Trusted by 6000+ Canadian companies, Float provides high-limit corporate cards, automated expense management, next-day bill payments, high-yield accounts and fast, friendly support-all built in Canada, for Canada. Float is backed by world-class venture and fintech investors, including Growth Equity at Goldman Sachs Alternatives and OMERS Ventures, partners behind our $70 million Series B raise . 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.

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