• Build deep relationships with customers as they begin their Float journey, ensuring a smooth and successful onboarding experience. • Partner with key stakeholders to define success criteria and measurable outcomes for their initial adoption of Float. • Identify long-term expansion opportunities by deeply understanding each customer’s broader financial operations and future needs. • Ensure customers stay on track with their year-one objectives, including spend targets and product adoption milestones. • Serve as a strategic partner post-onboarding to drive continued engagement, training, and advocacy within customer organizations. • Proactively monitor customer health signals and usage patterns, ensuring any barriers to adoption are addressed early. • Identify risks across your book of business and develop proactive mitigation plans in partnership with cross-functional teams. • Ensure customers remain engaged and see ongoing value from Float by addressing potential churn indicators before they escalate. • Support customers through any transitions, ensuring they continue to leverage Float’s full capabilities. • Drive customer adoption of Float’s full suite of features, ensuring teams maximize the value of corporate and employee spend management. • Advocate for customer participation in Float’s Early Adopter Programs, gathering insights to shape future product iterations. • Educate and inspire customers to explore new ways to optimize their workflows with Float’s evolving capabilities. • Identify opportunities for growth across your aligned Book of Business. • Provide insight and strategic recommendations on how Float can best serve our customers, from social proof to feature enhancements. • Partner with internal teams to leverage customer feedback for product development and operational improvements. • Help accelerate learning cycles by engaging customers who share our passion for simplifying corporate spending. • Collaborate on initiatives that impact Float’s customers, from onboarding programs to strategic campaigns that drive engagement and growth. • Support the development and execution of scalable processes that enhance the customer experience at every stage of their journey.

Role Description DoorDash is looking for a Senior Manager, Customer Experience Partner Success to manage the support experience of our international last-mile logistics platform. This person will enhance the quality of the customer support experience by partnering with support partners (BPOs) to ensure their quality meets DoorDash expectations, including SLA, Customer Satisfaction scores, and other support metrics. You will report to DoorDash's Senior Manager, Customer Experience Partner Success. While we would strongly prefer that you be based in one of DoorDash's core offices, we are open to remote candidates with the right fit. You’re excited about this opportunity because you will… - Quickly and effectively break down complex performance deficits (metrics misses) to identify the root causes and chart a strategic plan for their team proactively identifying risk and building problem-solving strategies. - Execute quality monitoring programs that result in measurable behavioral changes in Teammates (agents). - Partner with training and content to reinforce compliance with new launches, processes, and policies. - Own and drive accountability for results-driven quality improvements across all BPO sites, ensuring performance is durable and consistently meets targets. - Deliver information and engage effectively with executive audiences (Director+) to provide strategic direction and represent the team with a voice in large function/business decisions (i.e. actively participating in WBRs). - Develop and execute the long-term quality strategy for our global support network, ensuring the team’s performance significantly drives towards material CXI OKRs and KPIs. - Act as primary thought partner and influential leader for critical XFN partners (Product, Analytics, eng, Finance), demonstrating strong XFN followership outside of immediate reporting line to accomplish shared goals. - Identify and report on trends early and often. - Mentor and upskill talent to build the leadership bench, coaching team members on both technical and behavior skills required for the role and next level. - Demonstrate AI Fluency by identifying and implementing new AI solutions to optimize support partner operations and performance. - Other projects assigned by management or as needed. - This role may require 25% travel (International and Domestic). Qualifications - You have a BA/BS degree in quantitative or business fields or an additional four years of work experience in quantitative or business areas. - You have 3+ years of support operations experience managing support KPIs such as CSAT. - You have driven operations excellence and quality improvements across multiple support sites. - You are analytical and data-driven, with experience distilling large data sets to actionable insights - root cause analysis is your specialty. - You know how to present complex information clearly and concisely with strong written, verbal, and visual communication skills. - You are well-organized and attentive to detail, with impeccable follow-up and follow-through capabilities. - Comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously. - Have an owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better. Requirements - The successful candidate’s starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. - Base salary is localized according to an employee’s work location. Ranges are market-dependent and may be modified in the future. - In addition to base salary, the compensation for this role includes opportunities for equity grants. - Talk to your recruiter for more information. Benefits - Comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching. - 16 weeks of paid parental leave. - Wellness benefits. - Commuter benefits match. - Paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). - Medical, dental, and vision benefits. - 11 paid holidays. - Disability and basic life insurance. - Family-forming assistance. - Mental health program.

• Manage the full renewal cycle for your portfolio of customers, ensuring high Net Revenue Retention (NRR). • Identify and close upsell opportunities • Build and maintain relationships with executive-level stakeholders, acting as a trusted advisor for strategic decision-making. • Conduct QBRs and milestone reviews to align customer goals with BenchPrep’s offerings. • Proactively anticipate customer needs and ensure alignment with their long-term business objectives. • Partner with Customer Success Managers and Solutions Engineers to address customer needs. • Provide feedback to internal teams on product enhancements and strategic opportunities.

• Own and manage a book of business, serving as the primary day-to-day contact for customers • Build strong relationships with customer administrators and key stakeholders • Maintain regular communication through check-ins, follow-ups, and proactive outreach • Ensure customers feel supported, informed, and set up for success • Support onboarding, training, and reboarding efforts to drive customer success • Educate customers on product features, enhancements, and best practices • Drive adoption of core platform functionality through ongoing engagement • Reinforce success plans developed in partnership with Strategic Success Managers • Manage and respond to customer questions, issues, and requests in a timely manner • Monitor and coordinate with Support to ensure tickets are resolved efficiently • Communicate updates, resolutions, and next steps clearly to customers • Escalate complex or high-risk issues as needed and partner cross-functionally to resolve • Own the full customer lifecycle for your portfolio, including adoption, retention, renewal, and expansion • Lead and manage the renewal process end-to-end for your SMB accounts, ensuring strong retention outcomes • Identify, position, and drive expansion opportunities through increased product usage and additional offerings • Monitor account health and proactively identify risks, taking action to mitigate churn • Develop a strong understanding of customer goals and success criteria to position BenchPrep as a long-term partner • Maintain accurate account insights and contribute to forecasting around renewals and growth • Partner cross-functionally with Customer Success, Support, Product, and Engineering • Share customer feedback to inform product improvements and internal processes • Collaborate with Product Marketing to understand and communicate new features • Assist in preparing for customer meetings, including QBRs and strategic reviews