Tapcheck is looking for a Manager, Customer Success to be the highly execution-focused leader for our Customer Success organization. You will act as the operational right hand to the Director of Customer Success, ensuring the team consistently delivers strong customer outcomes across onboarding, adoption, retention, and expansion.
What You'll Do
- Manage and develop a team of Customer Success Managers and Onboarding Managers responsible for onboarding, adoption, retention, and expansion.
- Serve as the day-to-day leader of the CS organization, ensuring consistent execution across customer engagement, account management, and lifecycle programs.
- Coach team members on customer strategy, risk management, and expansion opportunities to improve retention and revenue performance.
- Partner closely with the Director of Customer Success to execute CS strategy and operational priorities.
- Monitor and manage key customer success metrics including GRR, NRR, product adoption, employee activation, and churn risk.
- Support the team in identifying and mitigating at-risk accounts while driving expansion opportunities within existing customers.
- Guide CSMs in delivering effective customer engagement strategies including QBRs, success planning, and value-driven conversations.
- Oversee Onboarding Managers responsible for customer launches, ensuring smooth implementation and fast time-to-value.
- Drive strong execution of existing Customer Success playbooks across onboarding, adoption, retention, and expansion.
- Ensure the team leverages dashboards, health scores, and customer data to prioritize engagement and mitigate risk.
- Improve internal processes that help the CS team operate more efficiently and deliver consistent customer outcomes.
- Maintain strong cross-functional collaboration with Sales, Product, Support, and Operations to resolve customer challenges and improve the customer experience.
- Help evolve Tapcheck’s Customer Success motion by introducing scalable 1-to-many engagement strategies, leveraging automation and AI-driven insights.
What We're Looking For
- 6–8+ years of experience in Customer Success, Account Management, or post-sales roles in SaaS or fintech environments.
- 2–4+ years of experience managing and developing Customer Success or account management teams.
- Experience operating in high-growth startup environments.
- Proven ability to drive customer adoption, retention, and expansion through strong team leadership and execution.
- Experience managing CS metrics including GRR, NRR, adoption, churn risk, and portfolio performance.
- Strong coaching and leadership skills with experience developing high-performing Customer Success teams.
- Highly organized operator who can manage multiple priorities and ensure strong operational discipline across the team.
- Comfortable working cross-functionally with Sales, Product, Support, Operations, and RevOps to deliver strong customer outcomes.
- Highly data-driven operator with strong analytical skills and the ability to translate customer usage data, engagement trends, and performance metrics into actionable insights for the team.
- Experience leveraging CS platforms, analytics tools, and automation to manage customer health, forecast retention, and identify expansion opportunities.
- Comfortable building and using dashboards, KPIs, and reporting frameworks to drive team accountability and improve customer outcomes.
- High ownership mentality with the ability to drive accountability across a team.
- Strong communicator who can influence internally and represent the voice of the customer.
- Thrives in fast-paced, high-growth environments with evolving priorities.
- Demonstrated builder mindset with experience improving or scaling Customer Success programs, playbooks, or systems in growing organizations.
- Must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future.
Team & Environment
You will lead Customer Success Managers and Onboarding Managers and report directly to the Director of Customer Success.
Benefits & Compensation
- Compensation: $140-150K + Bonus
- Competitive base
- Flexible Time Off
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401K Match
Work Mode
This role is hybrid and 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.
