VP, Customer Success

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🔥 0 minutes ago

🏈 Alabama, Arizona, +22 more states – Remote

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⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

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Tapcheck

WebsiteLinkedInAll Job Openings

51 - 200 employees

💸 Finance

💳 Fintech

👥 HR Tech

💰 Venture Round on 2023-04

Finance • Fintech • HR Tech

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 Tapcheck's entire post-sale organization: Customer Support, Onboarding, Customer Success, Account Management, and Payment Operations. • Report to the COO and audit the current state of each post-sale function. • Architect and lead the strategy for scaling high-volume support, rebuilding the CSM motion, establishing proactive Account Management and expansion, and linking decisions to retention and revenue. • Define and own company-wide Customer Success strategy across the customer lifecycle, including retention and expansion. • Set priorities and allocate finite resources across SMB, Mid-Market, and Enterprise segments. • Establish metrics, operating rhythm, and early-warning systems to shift the organization from reactive to proactive. • Define the Customer Success organizational structure, roles, responsibilities, expectations, ownership, and accountability. • Build the Account Management function alongside its director, including operating model, segmentation, expansion playbook, and revenue targets. • Identify at-risk accounts and implement risk-mitigation playbooks. • Convert inbound expansion into a measurable proactive growth motion. • Serve as Executive Sponsor in strategic partnerships and facilitate high-level interventions. • Set Customer Support strategy for an organization approaching 40,000 tickets per month, including 6–12 month workforce planning. • Drive AI and automation strategy in Support. • Oversee Client Operations, including technical onboarding and post-launch servicing, with sales-aligned capacity planning. • Partner with Payment Operations on prioritization for repayments, reconciliations, and proactive client auditing. • Coach and develop managers and level up organizational leadership. • Partner with Product and Engineering using support and customer data to influence product quality and roadmap decisions. • Align with Sales on pipeline visibility, handoffs, and staffing. • Represent the customer voice at the executive level. • Initially participate directly in executive customer relationships and save conversations, then shift toward coaching managers as the team matures.

🎯 Requirements

• 12+ years in post-sale leadership, including 5+ years in senior leadership. • Owned a multi-function customer organization at the VP level. • Experience owning both operational CS (support, onboarding, implementation) and commercial CS (churn, retention, expansion revenue) in the same role. • Led high-volume support organizations handling tens of thousands of tickets per month. • Operational discipline, workforce planning, and BPO or offshore experience. • Built strategic retention and growth systems, including early-warning signals, save motions, and proactive playbooks. • Built or rebuilt a Customer Success function during a growth phase and operated through ambiguity and competing priorities. • Managed managers and developed leaders while remaining hands-on as a player-coach. • Strong cross-functional partnership with Product, Engineering, Marketing, Finance, and Sales. • Resource and prioritization decisions tied directly to revenue outcomes in an extensive B2B or B2B2C environment. • Candidates must already have the right to work in the United States without current or future employment-based visa sponsorship. • Preferred: experience in FinTech, payments, earned wage access, HRTech, or another regulated, high-growth environment. • Preferred: B2B2C post-sale leadership driving client adoption and end-user engagement. • Preferred: AI, automation, or bot strategy in Support or CS. • Preferred: segmented account models spanning SMB through Enterprise, including digital or tech-touch motions. • Preferred: Salesforce, Zendesk, and data/BI tooling experience.

🏖️ Benefits

• Flexible PTO: No accrual caps, no counting days. Take the time you need. • 10 paid holidays, including Christmas Eve and New Year's Eve. • Comprehensive medical coverage through Blue Cross Blue Shield of Texas, with PPO and HDHP options and employer HSA contribution. • Dental and vision coverage through MetLife. • FSA. • Basic Life/AD&D insurance. • Employee Assistance Program (EAP). • 401(k) with a 100% match up to 3% of salary through Mutual of America; eligible after 90 days. • Mission-driven work improving financial wellness and access to earned wages. • Team culture centered on humility, grit, raising the bar, and growth.