Customer Success Manager

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 help ... (truncated, view full listing at source)