• Developing product and customer expertise: You’ll work on learning and developing working knowledge of Float’s product, customer journey, and existing success strategies to confidently support SMB customers across regions and understand areas of opportunity. • Manage SMB customer portfolio: Own a book of 3500+ SMB customers, maintaining high-level oversight, and making improvements to existing systems and workflows. • Map and baseline retention metrics: Deliver a clear, documented view of current retention performance, and identify automation opportunities to improve renewals at scale. • Building and implementing automations: Collaborate with your team to design and operationalize a system for managing the VSMB/SMB segments: segmenting accounts by lifecycle stage, engagement level, and renewal risk for consistent tracking and follow-up. • Lead scaled customer programs: Drive adoption and retention by running one-to-many initiatives such as webinars, group trainings, and automated lifecycle campaigns. • Own digital onboarding for new VSMB SMB customers: Managing digital-touch onboarding for customers in North America and APAC, ensuring a smooth post-sales experience and early success milestones. • Refine automation and playbooks: Use customer data and feedback to optimize engagement strategies, continuously improving efficiency and outcomes.