tapcheck - Digital Customer Success Manager
Requirements
• Spent 4-6 years in Customer Success, Digital or Scaled Customer Success, or Account Management • Managed a digital or scaled book of business, not just a segment of a larger portfolio, in a previous role • Owned and prioritized across a portfolio of up to 1500 accounts • Used data and account health signals to prioritize outreach and drive proactive action • Operated with high autonomy in a fast-paced, remote environment • Worked in Fintech, HR Tech, Payroll, Benefits, or a PE-backed SaaS environment • Used Salesforce and CS platforms such as Gainsight or ChurnZero • Helped build or refine scaled or digital CS programs from the ground up • Partnered with Marketing or Content teams to develop customer-facing engagement materials
Responsibilities
• Portfolio Ownership • Own the full digital customer success book of business end to end, managing a portfolio of up to 2000 + small business accounts • Hold full accountability for the health of the book, inclusive of retention, adoption, usage, and churn • Lead churn conversations directly, including the hard ones, and drive save plans to keep accounts rather than handing them off • Serve as the single point of accountability for expanding product usage, not just onboarding, across the portfolio • Stay ahead of the book proactively, flagging and acting on risk before it becomes a churn conversation rather than waiting for accounts to raise their hand • Track account health, usage trends, and engagement signals to prioritize outreach and catch risk early across a high-volume book • Maintain accurate account data, engagement history, and health status in Salesforce and CS tooling • Digital Engagement & Process Building • Partner with the Digital Customer Marketing Manager to build and refine the digital engagement motions, including email campaigns, in-app guidance, webinars, and self-serve resources, that support the book at scale • Ensure the process and content are in place to run scaled engagement effectively, identifying gaps and closing them • Continuously improve playbooks and workflows as the digital book grows • Customer Adoption & Retention • Drive product adoption and proactive engagement across the digital portfolio • Identify at-risk accounts early and execute retention strategies before issues escalate • Surface expansion and growth opportunities within the book • Cross-Functional Partnership • Collaborate with the broader Customer Success team, Support, and Product to improve outcomes for digital accounts • Bring customer feedback and portfolio-level insights back to the team to inform product and process decisions • 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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