Customer Success Specialist - remote

Float is the world’s leading software for teams to plan their time. Launched in 2012, we’ve grown every year since, and remain proudly independent, self-funded and profitable. As a certified B Corporation, we’re committed to making a positive contribution to our team, customers, the environment, and the remote community. We’re a team of 50 working 100% remotely who believe in living our Best Work Life. You’ll partner with team members globally, including Australia, Mexico, Italy, Nigeria, Canada, and the USA. Hear what our team has to say by browsing our blog, or reading our Glassdoor reviews. Check out what our customers think of Float from our G2 reviews.

We’re on a scale up journey, and we’re seeking people who thrive in this stage, given the autonomy, and the opportunity, to do the best work of their career.

As Float grows, we’re committed to supporting our growing base of self-serve clients. This role is crucial in ensuring every client gets the support they need when they reach out to us. To maintain our momentum in improving client retention, you will manage and up-skill our current clients, combining one-to-many support with tailored, human assistance. You’ll also help onboard mid-market and SMB clients, deliver training, and work closely with our CSM team to support growth in resource-intensive areas.

We’re continuously looking for new ways to exceed customer expectations, and we combine AI and human support to enhance the customer experience. We leverage AI answers to help customers get faster answers to their questions about Float. Our human team focuses on more complex queries where 1:1 human support is most valuable, and our empathy, understanding, and troubleshooting skills shine.

In collaboration with Success and Support teams, you’ll become a product expert and take on a client-facing role from day one. The customers you’ll work closest with are legacy accounts who may be seeking additional services or an opportunity to speak with a member of our team face-to-face.

Once you’ve gotten comfortable connecting with our clients and have become a Float product expert, you’ll build campaigns to proactively reach out to clients who self-sign up and fit our ICP (Ideal Customer Profile). Part of your role will involve creating and implementing a light-touch onboarding process for these new accounts, ensuring they are set up for success. You’ll focus on lighter touch, one-to-many strategies, such as campaigns, email templates, previews of new features, and live advanced training.

Emily, our Team Lead of Customer Success, explains the important role you will play within our Customer Success team. Watch this video.

You’ll be working asynchronously with a bright, dedicated team from across the globe, with a strong focus on taking complex problems and creating solutions that feel simple and intuitive for our customers.

Early on, you’ll jump right into:

Once you are a bit more settled, we expect that you will jump into the following projects:

We want you to love your work and believe that these skills will allow you to succeed in the role. Applying these skills requires:

As a fully remote team, we’re looking for someone comfortable with asynchronous communication as the default, which means you have previous remote experience and are comfortable using tools like Slack, Loom, and Linear to communicate as needed.

Pay for this role is US $85,272 (Level 2). Here’s some context on how we determine our salaries.

We’re a global async remote company with a diverse team of people from all over the world who share a common belief in living our best work life. We believe deeply in the idea of transparency and share our Float Handbook publicly so potential new team members can see first hand our perks &benefits as well as our ways of working. If you feel like you can thrive at Float to do your best work, we would love to hear from you.

You’ll find a lot of useful information about our interview process and what it’s like to join our global team on the Float careers page. The hiring process for this role looks like this:

Initial First Meet (20 min): You'll meet with Julia, Talent Manager (hi, that’s me!), to discuss your interest in the role and review your questions about working at Float.

Manager Interview (45 min): You’ll meet with Emily, Team Lead (Customer Success), to discuss how your role will contribute to setting our clients up for success.

Co-Worker Interview (30 min): You’ll meet with Century (Customer Support Manager) and Zoe (Customer Success Manager) to dive deeper into your skills and experience, as well as learn how you will work cross-functionally to support our clients.

Founder Interview (30 min): You’ll meet with Glenn, Float’s CEO, to get to know you and see if you have potential to be a great addition to the team.

Note: Industry research shows that women and those in traditionally underrepresented groups generally don’t apply to jobs unless they check all the boxes for the role. If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.