Scaled Customer Success Program Lead

Float; Toronto; Hybrid; CAD 90,000 - 100,000; Full time

Benefits offered by this job

Hybrid work model

Toronto office days

Team lunches

Dog-friendly office

Equity options

Job summary

Float is seeking a Digital CSM to own health, adoption, and expansion for its Scaled segment of 7,000+ customers. You’ll design a digital‑first, one‑to‑many program including webinars, email lifecycle, in‑app education, and community touchpoints to cover accounts at scale.

This role rewards data‑driven decision making, collaboration with CX, Product, RevOps, and a fast, ambitious culture in Toronto with a hybrid work model.

Qualifications

• 4–5+ years in Customer Success at a fast‑paced SaaS company.
• Experience building scalable programs for thousands of accounts.
• Strong data‑driven mindset and health metrics tracking.

Responsibilities

• Own a book of 7,000+ scaled customers with one‑to‑many motions.
• Track adoption, health scores, NRR, and renewals through playbooks.
• Partner across CX, Product, RevOps to build and iterate the scaled CX playbook.
• Project‑manage cross‑functional CX programs to balance consistency and execution.

Skills

Scaled CX

CS leadership

Data analytics

CRM tools

Program design

Tools

Appcues

Email automation

CRM platforms

Dashboards

Job description

Float is seeking a Digital CSM to own health, adoption, and expansion for its Scaled segment of 7,000+ customers. You’ll design a digital‑first, one‑to‑many program including webinars, email lifecycle, in‑app education, and community touchpoints to cover accounts at scale.

This role rewards data‑driven decision making, collaboration with CX, Product, RevOps, and a fast, ambitious culture in Toronto with a hybrid work model.