Manager, Customer Activation

Overview

Lead and develop a team of five Customer Activation Managers, owning their performance, growth, and day-to-day support — in person, in the Toronto office from Tuesdays to Thursdays. Own the team's results against realized TPV (total payment volume) and other revenue-tied activation metrics. Standardize onboarding playbooks across scenarios so customers get a consistent experience regardless of which CAM they work with.

Build out playbooks, processes, and metrics for multi-product adoption beyond the first 30 days, extending focus across the full 120-day journey. Develop deep product fluency across Float's full payments suite — not just cards — and translate that understanding into how the team designs and runs the customer onboarding journey. Get into the weeds on individual accounts — diagnose blockers, unstick stalled activations, and coach CAMs through complex situations.

Bring rigor and follow-up discipline to the team's sales-like motion, holding reps accountable for proactively driving accounts to activation. Flag account risks early and proactively — to CAMs, Sales, Customer Success, and Leadership — before they threaten activation or retention. Partner with Sales to understand the customer journey from first interaction through the CAM hand-off, and with Customer Success to ensure a smooth transition into long-term adoption beyond the first 120 days.

Represent the Customer Activation team in front of customers directly for high-value accounts, including presenting to stakeholders. Surface product and process feedback to Product and Engineering leadership, using CAM and customer input to drive real changes to the activation experience. Advocate cross-functionally with Product, Engineering, and Marketing to remove friction from the activation journey. Build a team culture where CAMs feel supported, recognized, and set up to do their best work.

• Experience managing a team that owned a revenue or activation-tied outcome — you know how to balance customer experience with hitting a number. Ideally you were also an individual contributor in this world at some point.
• Background in an adoption-, usage-, or consumption-based business model; payments or POS experience (e.g. Shopify, Lightspeed, or similar) is a strong signal even if not a "pure" consumption model.
• An inherent curiosity about how payment products fit together — not surface-level, but a genuine drive to understand the mechanics and translate that into a better onboarding experience.
• Startup or fast-paced environment experience, with a track record of driving initiatives forward without needing heavy direction.
• Resourcefulness to unpack a problem, go to the source, and drive it to a solution — rather than escalating and waiting.
• A demonstrated ability to unpack customer issues and build a path forward in partnership with CAMs and Sales.
• Strong analytical skills — comfortable spotting trends and patterns across both accounts and people, and turning them into action.
• A proactive, ownership-driven approach — you diagnose problems before they surface and bring solutions, not just observations.
• Excellent cross-functional collaboration skills, with the ability to work effectively with Sales, Revenue Operations, Product, and Engineering.
• Comfort operating in ambiguity — you don't need everything play booked to move forward.
• Strong interpersonal and presentation skills; comfort being customer-facing for high-value accounts.
• Fin Tech and/or financial services experience is highly favoured.

Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This unique feature helps candidates tailor their applications more effectively — a feature exclusive to Job Tailor job listings.

• Customer Activation
• Payments Suite Fluency
• Onboarding Playbook Development
• Performance Metrics Analysis
• Revenue Operations

• Interpersonal Skills
• Presentation Skills
• Resourcefulness
• Curiosity
• Ownership-Driven Approach