Float: Customer Success Manager, Digital (VSMB/SMB)

Related keywords: account manager remote jobcustomer success manager remote jobremote job product manager

Overview

The company Float, a leading provider of resource management software for professional services teams, is seeking a Customer Success Manager, designed for a digital-first model focused on VSMB and SMB customer segments. The position is fully remote with a preference for candidates located in the AMER region, allowing for effective support of the high-volume client base.

Company Background

Founded in 2012, Float has established a strong footing in its domain, consistently growing independently and remaining profitable. Rated #1 for resource management software on competitive platforms like G2, the company supports over 4,500 customers globally. Float carries the distinction of being a certified B Corporation, showing their commitment to ethical practices concerning the environment, workforce, and society. The team of over 60 professionals operates solely in a remote work environment, enabling collaboration across multiple countries, including Australia, Mexico, the UK, and Nigeria.

Job Role and Responsibilities

This position plays a vital role in Customer Success at Float, focusing on enhancing retention and customer relationships. Key responsibilities include:

• Developing Product Expertise: Acquiring comprehensive knowledge of Float's products and servicing strategies to effectively manage and support a portfolio of over 3500 SMB customers.

• Managing Customer Portfolio: Taking ownership of the customer accounts, ensuring their ongoing satisfaction and retention through workflow improvements.

• Mapping Retention Metrics: Establishing clear metrics to track retention rates and identify areas for system automation to enhance renewals at scale.

• Implementing Automations: Designing automated systems for managing customer accounts by lifecycle stage, which includes engagement tracking and renewal risks.

• Leading Customer Programs: Running one-to-many initiatives like webinars and group training sessions to boost customer interaction and retention.

• Digital Onboarding: Overseeing the onboarding process for new customers, particularly in North America and APAC.

• Optimizing Engagement Tactics: Using customer feedback and data analysis to improve efficiency and effectiveness of engagement strategies continuously.

Required Skills and Qualifications

For prospective applicants, the following skills are crucial for successful performance in this role:

• SMB Expertise: A deep understanding of small-to-medium business dynamics and effective account management experience.

• Churn Management Skills: Proven strategies to mitigate risk and reduce churn within customer accounts.

• Program Delivery Experience: Background in crafting and managing scalable engagement strategies to support a geographically dispersed customer base.

  

• Customer Retention Track Record: History of initiating retention programs that drive long-term customer loyalty and satisfaction.

• Excellent Communication: Strong verbal and written communication skills are necessary to communicate technical concepts clearly and effectively.

• Webinar Delivery Ability: Comfort with preparing and presenting content in formats such as webinars and onboarding sessions.

• Remote Work Acumen: Familiarity and experience with asynchronous communication, utilizing tools like Slack and Loom to maintain team interaction.

Compensation and Benefits

The on-target earnings for this position are approximately $120,163, structured with a 90:10 base-to-variable compensation split. Float emphasizes a transparent salary structure, reinforcing the company’s commitment to equity and fair pay. The organization promotes a healthy work-life balance and offers various perks and benefits to ensure employees can thrive in a remote setting.

Hiring Process

The recruitment process for the Customer Success Manager role involves several steps:

1. Application Submission: Candidates must respond to three relevant questions that showcase their interest and suitability for the role.

2. Initial Meeting: A brief conversation with the Talent Manager to discuss the applicant's motivations for applying.

3. Manager Interview: An insightful interview with the Director of Customer Success to assess skills and alignment with Float’s impact goals.

4. Co-worker Interview: A meeting with a Senior Content Marketer to review how candidates collaborate across teams and share values.

5. Founder Interview: A face-to-face with the CEO to evaluate potential fit within the organization.

The recruiting team emphasizes the importance of personality and individual candidate potential over strict adherence to job specifications, encouraging applicants from diverse backgrounds to apply even if they do not meet every qualification.

Conclusion

In conclusion, Float is looking for a versatile, skilled individual for the Customer Success Manager role aimed at driving customer retention and engagement in their SMB market segment. This opportunity offers a great chance for personal growth and career development in a company that values transparency and community engagement. The role promises to challenge you while increasingly impacting customers positively, making it an exciting prospect for anyone looking to leverage their expertise in a dynamic and supportive work environment.

This job offer was originally published on weworkremotely.com