Customer Success Manager

About The Job

As a Customer Success Manager at Tapcheck, you will manage a broad, high-volume portfolio of customers using a scaled, one-to-many engagement model. These customers require proactive, digital-first support that drives success at launch, improves product adoption, ensures early employee registration, and long‑term champions. Your work will directly impact how quickly customers realize value and how effectively they engage with Tapcheck through automation, content strategy, and insight‑driven workflows.

This role offers both a remote and hybrid option. Employees located within 30 miles of Plano TX must be in‑office Tuesday through Thursday each week. Those beyond this radius may be considered for a fully remote arrangement, depending on experience and business needs.

• Own a book of digital and core accounts and support their full post‑sale journey using email campaigns, in‑app messaging, and resource‑driven content
• Deliver onboarding and support at scale, ensuring timely employee registration, usage milestones, and successful first pay periods
• Track customer progression through key stages and proactively address stalls, risks, or signals of churn using digital playbooks

• Monitor inbound tickets and ensure fast, effective responses using automation and macros where possible
• Coordinate with Support and Ops to reduce resolution time and improve the experience during early lifecycle stages
• Drive early value through a balance of education, self‑service enablement, and responsive support

• Monitor behavior across employee registration, transfer patterns, and support usage to identify friction points or disengagement
• Use data to identify trends in churned employee counts and work cross‑functionally to address root causes
• Regularly evaluate messaging, content, and workflow effectiveness to improve retention at scale
• Collaborate with Sales and internal stakeholders to support account expansion and renewals

• Help design and improve webinars, help center content, onboarding templates, and proactive lifecycle messaging
• Partner with internal teams to refine segment‑specific journeys and touchpoints based on evolving data and needs

• Churned Employee Count within fixed timeline
• Employee Adoption (registration) within a fixed time
• Expansion of Growth of Accounts
• First Response Time

• 2‑4 years in Customer Success, Implementation, or a scaled digital success role
• Proven experience managing high‑volume books using automation, digital tools, or customer marketing tactics
• Strong data analysis skills and comfort working with success metrics and customer engagement data
• Excellent communication and problem‑solving skills across asynchronous and self‑service channels
• Familiarity with Salesforce, customer messaging platforms, and internal support tooling
• Interest or experience in payroll, financial wellness, or HR tech is preferred

At this time, Tapcheck does not provide sponsorship for employment‑based visas (e.g., H‑b, L‑1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment‑based visa sponsorship now or in the future.

This is a remote‑friendly role. Ideally, candidates will sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, , IL, LA, MA, MO, NC, NH, NJ, NV, NY, OR, OH, PA, RI, SC, TX, UT, VA, WA, WI.

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.

• Humility:
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