[Hiring] Digital Customer Success Manager @Tapcheck

Role Description

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. 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.

What You'll Do

• 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 and drive save plans to keep accounts.
  • Serve as the single point of accountability for expanding product usage across the portfolio.
  • Proactively flag and act on risk before it becomes a churn conversation.
  • Track account health, usage trends, and engagement signals to prioritize outreach.
  • 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 digital engagement motions.
  • Ensure the process and content are in place to run scaled engagement effectively.
  • 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.
  • 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.

Qualifications

• Spent 4-6 years in Customer Success, Digital or Scaled Customer Success, or Account Management.
• Managed a digital or scaled book of business in a previous role.
• Owned and prioritized across a portfolio of up to 1500 accounts.
• Used data and account health signals to prioritize outreach.
• Operated with high autonomy in a fast-paced, remote environment.

Requirements

• 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.

Benefits

• Mission that matters: Changing how Americans access their pay.
• Flexible PTO: No accrual caps, no counting days.
• 10 paid holidays, including both Christmas Eve and New Year's Eve.
• Comprehensive health coverage through Blue Cross Blue Shield of Texas.
• FSA, Basic Life/AD&D, and an Employee Assistance Program (EAP).
• 401(k) with a 100% match up to 3% of your salary.
• A team that lives its values: Humility, grit, and a genuine drive to raise the bar.