Digital Customer Success Manager

About the Job

The Digital Customer Success Manager owns Tapcheck's digital customer success book of business, managing a high-volume portfolio through scalable, tech-enabled engagement rather than one-to-one, white-glove service. Today, this book is split across our broader CSM team's bandwidth. This role exists to give it a single, dedicated owner who can drive it end to end.

You'll partner closely with our Digital Customer Marketing Manager, as well as Customer Success Leadership, to build the processes, cadences, and content that make scaled engagement actually work, rather than inheriting a fully-formed playbook. This is a builder's role for someone who wants full ownership of a book from day one and is energized by systems thinking as much as customer relationships.

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

Required

• 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

Preferred

• 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

About Tapcheck

Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.

The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they've earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances.

How We Get Things Done

Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.

• Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.
• Grit: We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth.
• Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.
• Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company.

Why Join Tapcheck?

• 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

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

Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Where you can sell from

Fully remote, for people based in United States.