Digital Customer Success Manager

🕒 September 22

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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Tapcheck

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Tapcheck is a company that provides earned wage access solutions for employees, allowing them to access their earned wages on demand through a mobile app. Their service is free for employers to offer, and it integrates seamlessly with payroll and timekeeping systems. Employees can receive their wages directly in their bank account or on a Tapcheck Mastercard, providing financial flexibility and helping reduce employee financial stress. Tapcheck aims to improve employee loyalty and retention by providing convenient and transparent access to wages.

📋 Description

• Own the full digital customer success book of business end to end, managing up to 2,000+ small business accounts • Maintain accountability for retention, adoption, usage, and churn across the portfolio • Lead churn conversations and execute save plans • Drive expanded product usage across the portfolio • Proactively identify account risk before it becomes a churn issue • Track account health, usage trends, and engagement signals to prioritize outreach • Maintain accurate account data, engagement history, and health status in Salesforce and Customer Success tooling • Partner with the Digital Customer Marketing Manager to build email campaigns, in-app guidance, webinars, and self-serve resources • Establish and improve processes, content, playbooks, and workflows for scaled engagement • Drive product adoption and proactive engagement across the digital portfolio • Identify at-risk accounts and execute retention strategies • Surface expansion and growth opportunities • Collaborate with Customer Success, Support, and Product teams • Bring customer feedback and portfolio-level insights to inform product and process decisions

🎯 Requirements

• 4–6 years of experience in Customer Success, Digital or Scaled Customer Success, or Account Management • Previous experience managing a digital or scaled book of business, not merely a segment of a larger portfolio • Experience owning and prioritizing a portfolio of up to 1,500 accounts • Experience using data and account health signals to prioritize outreach and drive proactive action • Ability to operate with high autonomy in a fast-paced, remote environment • Must already have the right to work in the United States without employment-based visa sponsorship now or in the future • Experience in Fintech, HR Tech, Payroll, Benefits, or a private-equity-backed SaaS environment preferred • Experience with Salesforce and customer success platforms such as Gainsight or ChurnZero preferred • Experience building or refining scaled or digital Customer Success programs preferred • Experience partnering with Marketing or Content teams to develop customer-facing engagement materials preferred

🏖️ Benefits

• Flexible PTO with no accrual caps • 10 paid holidays, including Christmas Eve and New Year's Eve • Medical insurance through Blue Cross Blue Shield of Texas, with PPO and HDHP options • HSA-eligible plan with employer contribution • Dental and vision insurance through MetLife • FSA • Basic Life/AD&D insurance • Employee Assistance Program (EAP) • 401(k) with 100% employer match up to 3% of salary, eligible after 90 days • Mission-driven work focused on financial wellness • Values-driven team culture

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