Tapcheck is looking for a Customer Success Manager to manage a broad, high-volume portfolio of customers using a scaled, one-to-many engagement model. In this role, you'll drive customer success through proactive, digital-first support to improve product adoption and retention.
What You'll Do
- 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 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.
What We're Looking For
- 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.
- Must already possess the right to work in the United States without the need for employment-based visa sponsorship.
Nice to Have
- Interest or experience in payroll, financial wellness, or HR tech.
Technical Stack
- Salesforce
- Customer messaging platforms
- Internal support tooling
Benefits & Compensation
- Compensation: $75-85K + variable
- Competitive base salary
- Flexible Time Off
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401K Match
Work Mode
This is a hybrid role open to candidates located in AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MA, MO, NC, NH, NJ, NV, NY, OR, OH, PA, RI, SC, TX, UT, VA, WA, WI.
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.
