At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-1B, 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.About the JobThe Digital Customer Success Manager owns Tapcheck's digital customer success book of business, managing a high-volume portfolio through scalable, tech-enabled engagement rather than one-to-one, white-glove service. Today, this book is split across our broader CSM team's bandwidth. This role exists to give it a single, dedicated owner who can drive it end to end.
You'll partner closely with our Digital Customer Marketing Manager, as well as Customer Success Leadership, to build the processes, cadences, and content that make scaled engagement actually work, rather than inheriting a fully-formed playbook. This is a builder's role for someone who wants full ownership of a book from day one and is energized by systems thinking as much as customer relationships.
What You'll DoPortfolio Ownership- Own the full digital customer success book of business end to end, managing a portfolio of up to 2000 + small business accounts
- Hold full accountability for the health of the book, inclusive of retention, adoption, usage, and churn
- Lead churn conversations directly, including the hard ones, and drive save plans to keep accounts rather than handing them off
- Serve as the single point of accountability for expanding product usage, not just onboarding, across the portfolio
- Stay ahead of the book proactively, flagging and acting on risk before it becomes a churn conversation rather than waiting for accounts to raise their hand
- Track account health, usage trends, and engagement signals to prioritize outreach and catch risk early across a high-volume book
- Maintain accurate account data, engagement history, and health status in Salesforce and CS tooling
Digital Engagement & Process Building- Partner with the Digital Customer Marketing Manager to build and refine the digital engagement motions, including email campaigns, in-app guidance, webinars, and self-serve resources, that support the book at scale
- Ensure the process and content are in place to run scaled engagement effectively, identifying gaps and closing them
- Continuously improve playbooks and workflows as the digital book grows
Customer Adoption & Retention- Drive product adoption and proactive engagement across the digital portfolio
- Identify at-risk accounts early and execute retention strategies before issues escalate
- Surface expansion and growth opportunities within the book
Cross-Functional Partnership- Collaborate with the broader Customer Success team, Support, and Product to improve outcomes for digital accounts
- Bring customer feedback and portfolio-level insights back to the team to inform product and process decisions
What You've DoneRequired- Spent 4-6 years in Customer Success, Digital or Scaled Customer Success, or Account Management
- Managed a digital or scaled book of business, not just a segment of a larger portfolio, in a previous role
- Owned and prioritized across a portfolio of up to 1500 accounts
- Used data and account health signals to prioritize outreach and drive proactive action
- Operated with high autonomy in a fast-paced, remote environment
Preferred- Worked in Fintech, HR Tech, Payroll, Benefits, or a PE-backed SaaS environment
- Used Salesforce and CS platforms such as Gainsight or ChurnZero
- Helped build or refine scaled or digital CS programs from the ground up
- Partnered with Marketing or Content teams to develop customer-facing engagement materials
CompensationCompensation at Tapcheck is competitive and benchmarked to your role and the market. We're committed to a total rewards package that reflects your impact. Full details are shared as part of our hiring process.
