[Hiring] VP, Customer Success @Tapcheck

Role Description

The VP, Customer Success is the executive owner of Tapcheck's entire post-sale organization: Customer Support, Onboarding, Customer Success, Account Management, and Payment Operations. Reporting to the COO, you will audit the current state of each function, then architect and lead the strategy that carries Tapcheck through its next phase of growth.

• Scale high-volume support
• Rebuild the CSM motion
• Establish a proactive Account Management and expansion engine
• Tie every decision back to retention and revenue

This role is for a leader who has built these functions before and wants to build them again with real ownership. You'll set direction across four functions at different maturity levels while developing a team of managers who run the day-to-day. Early on, expect to be hands-on, sitting in on executive customer relationships and working alongside your managers to establish the right playbooks and standards.

What You'll Do

• Strategy & Executive Ownership
  • Define and own the company-wide Customer Success strategy across the entire customer lifecycle including retention and expansion.
  • Audit the current state of all four functions with the functional leaders, then set clear priorities.
  • Establish the metrics, operating rhythm, and early-warning systems that shift the organization from reactive to proactive.
  • Draw a straight line from every CS decision to revenue outcomes, with direct accountability to the executive team.
• Retention, Expansion & Account Management
  • Define the Customer Success org structure: clarify roles and responsibilities, set performance expectations, and establish clear ownership and accountability.
  • Stand up the Account Management function from near-scratch alongside its director.
  • Build an early warning system that identifies at-risk accounts early.
  • Convert organic, inbound expansion into a measurable, proactive growth motion across the existing client base.
  • Serve as the Executive Sponsor in strategic partnerships.
• Support & Operations at Scale
  • Set the Customer Support strategy for a high-volume organization approaching 40,000 tickets per month.
  • Drive the AI and automation strategy in Support to scale capacity without proportional headcount growth.
  • Oversee Client Operations, building capacity planning in collaboration with sales.
  • Partner with the Payment Operations leader on strategic prioritization for a client-facing team.
• Leadership & Cross-Functional Partnership
  • Coach and develop a team of managers, leveling up leaders while driving strategy.
  • Partner with Product and Engineering to close the loop between support volume and product quality.
  • Align with Sales on pipeline visibility, handoffs, and staffing ahead of growth.
  • Represent the voice of the customer at the executive level.

Qualifications

• Spent 12+ years in post-sale leadership, including 5+ years in senior leadership.
• Owned a multi-function customer organization at the VP level.
• Owned both operational CS and commercial CS within the same role.
• Led organizations with high-volume support.
• Built the systems and processes for retention and growth at a strategic level.
• Managed managers and developed leaders, not just ICs.
• Operated as a strong cross-functional partner with various departments.
• Made resource and prioritization decisions tied directly to revenue outcomes.

Preferred

• Worked in FinTech, payments, earned wage access, HRTech, or another regulated, high-growth environment.
• Led post-sale teams in a B2B2C model.
• Drove AI, automation, or bot strategy in a support or CS organization.
• Managed segmented account models spanning SMB through Enterprise.
• Experience with Salesforce, Zendesk, and data/BI tooling.

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: Medical, dental, and vision options.
• 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.