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. By leveraging automation, content strategy, and insight-driven workflows, you will guide customers to successful outcomes while reducing support dependency and improving lifecycle efficiency.

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

What You’ll Do:  

Digital Engagement and Lifecycle Management

• 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

Support Response and Lifecycle Optimization

• 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

Adoption, Expansion and Retention Monitoring

• 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

Program Delivery at Scale

• 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

Key Performance Indicators (KPIs):

• Churned Employee Count within fixed timeline

• Employee Adoption (registration) within a fixed time

• Expansion of Growth of Accounts

• First Response Time

What You’ll Bring:  

• 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, ID, IL, LA, MA, MO, NC, NH, NJ, NV, NY, OR, OH, PA, RI, SC, TX, UT, VA, WA, WI. 

About Tapcheck:  

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. 

How We Get Things Done:  

Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.  

• Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.

• Grit: We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth. 

• Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.

• Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company. 

 
Why Join Tapcheck?  

• Competitive base 

• Flexible Time Off

• Health Insurance

• Dental Insurance

• Vision Insurance

• 401K Match 

Compensation: $75-85K + variable. The actual base salary will depend on numerous factors such as: location, experience, training, knowledge. and skills. Tapcheck reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position you understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role. 

Equal Employment Opportunity Policy 

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. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.