tapcheck - Senior Customer Success Manager
Requirements
• Spent 5–10+ years in Customer Success, Strategic Customer Management, or Account Management within SaaS • Managed a portfolio of accounts with clear ownership of retention, adoption, and customer health outcomes • Driven measurable reductions in churn and improvements in customer engagement and product adoption • Built and maintained relationships with executive stakeholders across complex, strategic accounts • Operated with high autonomy and discipline in a fast-paced, high-growth SaaS environment • Used data and customer health signals to proactively identify risk and drive action • Worked in Fintech, HRTech, Payroll, Benefits, or a PE-backed SaaS environment • Navigated segmented account models in a high-growth SaaS organization • Applied customer health scoring frameworks and digital engagement models at scale • Used Salesforce and CS platforms such as Gainsight, ChurnZero, or Catalyst
Responsibilities
• Customer Adoption & Value Realization • Drive customer onboarding, product adoption, and ongoing engagement across your portfolio • Align product value to customer business outcomes, ensuring customers realize measurable ROI • Lead strategic business reviews and customer success planning sessions • Deliver proactive recommendations and best practices that improve customer outcomes • Proactive Risk Management • Monitor customer health, product usage, and engagement trends to identify churn risk early • Execute mitigation strategies and success playbooks for at-risk accounts • Partner with Account Management on save motions, retention plans, and renewal strategies • Customer Engagement • Build trusted relationships with customer stakeholders at all levels of the organization • Serve as the primary strategic advisor for product adoption and operational best practices • Execute proactive engagement cadences and lifecycle strategies across your book of business • Operational Excellence • Maintain accurate customer health data, account insights, and lifecycle tracking in Salesforce and CS platforms • Execute customer success playbooks and engagement frameworks with consistency and discipline • Leverage customer signals and usage data to prioritize action and drive outcomes at scale • Contribute to scalable CS processes, programs, and operational improvements • Expansion Identification • Identify customer growth opportunities through usage trends, business needs, and stakeholder conversations • Partner with Account Management to surface and support expansion strategies • Advocate for customer needs internally while balancing business objectives • What You've Done
Benefits
• Mission that matters. We're changing how Americans access their pay — giving workers financial flexibility without the debt trap of payday loans. • Flexible PTO. No accrual caps, no counting days. Take the time you need. • 10 paid holidays. Including both Christmas Eve and New Year's Eve. • Comprehensive health coverage. Medical through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution), plus dental and vision through MetLife. • FSA, Basic Life/AD&D, and an Employee Assistance Program (EAP). • 401(k) with a 100% match up to 3% of your salary, through Mutual of America. Eligible after 90 days. • A team that lives its values. Humility, grit, and a genuine drive to raise the bar — every day. • Compensation at Tapcheck is competitive and benchmarked to your role and the market. We're committed to a total rewards package that reflects your impact. Full details are shared as part of our hiring process. • Equal Employment Opportunity Policy
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