[ref. u14891216] Toronto - Head of Customer Experience

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 2024 and 2023, Float is customer-obsessed, passionate and entrepreneurial, with a team that includes leaders from Uber, Shopify, Top Hat, TouchBistro, and Ada.

We do our best to keep our decision-making decentralized so that all team members feel ownership in our success.

Our product

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.

About the Head of Customer Experience Role

We’re looking for an outstanding Customer Experience leader to join Float and be a part of the Leadership Team building the best finance platform in Canada.

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.

Finally, you will oversee our Implementation, Customer Success, and Account Management teams, ensuring strong product adoption by enhancing our onboarding processes, driving engagement, and maximizing customer value realization. Your efforts will focus on increasing Total Payment Volume (TPV) from existing customers, creating recurring and predictable post-sale revenue, and fostering long-term customer retention through proactive success strategies.

As the Head of Customer Experience at Float, you will be responsible for:

• Strategy Execution: Executing strategies that drive customer retention, TPV growth (Net Revenue Retention) and product adoption
• Talent Leadership and Talent Management: Recruiting, developing, and leading a high-performance team, fostering a culture of development, empowerment, and measurable impact on business outcomes.
• Operational Excellence: Developing post-sale playbooks to serve and expand a broad range of customer types efficiently (high to low touch) and identify revenue opportunities for professional services within the Customer Success team; ensuring that playbooks are appropriately maintained and kept up to date and usable for training.
• Cross-functional Collaboration: Collaborating with product, engineering, and marketing team members to align on customer feedback and product improvements.
• Customer Growth & Retention: Analyzing customer data to identify trends, predict needs, and proactively address potential issues. Overseeing the growth of key customer metrics (such as spend penetration, incremental revenue, retention) and increasing customer adoption of key products (Prefunded Cards, Charge Card, USD, Yield Accounts, Reimbursements and more). Retaining key accounts through first-class service and identifying new opportunities to ultimately drive expansion revenue via deeper adoption of additional features within our platform.

Requirements

You'll be great in the role if:

• You’ve got the experience. To be successful in this role, we’re looking for 7+ years of leadership experience in Customer Success, Account Management, and Implementation within the startup, B2B, and/or fintech sectors. A deep understanding of financial services and accounting platforms is preferred.
• You’re an outstanding leader. You’re an adept leader known for starting from scratch, driving significant process changes, and building highly effective teams.
• You’re customer obsessed. You have a proven track record of exceeding customer expectations and fostering long-term relationships.
• You’re results-driven. You are known for setting ambitious goals and achieving them, managing priorities and deadlines effectively.
• You’re analytical and data driven. You leverage tools and data to inform strategies, understanding customer needs, market trends, and growth opportunities. You are comfortable preparing your own reports and love analyzing data to find insights.
• You’re proactive and collaborative. You excel in cross-functional environments, driving innovation and improvements through effective collaboration and strategic thinking. Your ability to collaborate effectively across different departments stands out. You bridge the gap between customer success, sales, marketing, and product teams, ensuring a constant feedback loop about what our customers think about our product.

This role won't be a fit if:

• You aren’t ready to be a player-coach
• You aren’t comfortable using data to make decisions
• You don’t have a track record of exceeding your targets
• You haven’t built high-performing teams
• You aren’t resilient
• You don’t love coaching and helping your team grow
• You aren’t comfortable with radical candor
• You have an ego
• You aren’t super passionate about helping Float build the best finance platform in Canada

Don’t meet every single requirement? If you’re excited about this role, and you strongly align with our values, but your past experience doesn’t align perfectly, we encourage you to apply anyway. You may be the right candidate for this, or other future positions.

Benefits

...and Perks of working at Float:

• Competitive compensation & total rewards
• Flexible work hours and time off when you need to recharge
• Small team = lots of autonomy to make an impact
• Opportunity to work with and learn from a world-class team
• A personal Float card with a quarterly stipend to spend on what matters most to you
• A dog-friendly office
• Being able to say you empowered Canadian businesses, the heartbeat of our economy, to thrive and grow