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, VA, WA, WI.
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.As Tapcheck scales, the way we support our customers must scale with us, without losing the empathy that got us here. As Digital Program Manager, Customer Success, you'll build the digital backbone of Customer Success: the lifecycle programs, health scoring, dashboards, and automated touchpoints that let our CSMs focus their energy on the accounts and moments that need a human, while everyone else still gets a great experience.
This is a dual-sided challenge unique to a business like ours. On one side, you're designing scaled, tech-touch programs for the employers - payroll admins, HR leaders, franchise owners -- who buy Tapcheck. On the other, you're thinking about the employees actually using the app every day, since the "department of one" HR manager and the frontline shift worker have very different journeys. You're the one building the infrastructure that lets both feel supported without a CSM in every conversation.
What You'll DoDigital Program Design- Design, launch, and continuously improve digital Customer Success programs across the employer lifecycle - onboarding, activation, adoption, renewal readiness, and advocacy - for our tech-touch and long-tail segments
- Build automated, segmented lifecycle campaigns (email, in-app, in-product guidance) that proactively nudge employer admins and end-user employees toward the moments that drive retention: first payroll sync, first transfer, habitual usage
- Run segmentation and A/B tests to keep improving how we engage customers digitally at scale
Customer Health & Reporting- Develop and refine customer health scoring and maturity models that reflect the realities of our B2B2C model, factoring in both employer engagement and underlying employee adoption
- Own CS reporting infrastructure: dashboards for customer health, onboarding completion, product adoption, and program ROI that give CS leadership and cross-functional partners a real-time read on the business
- Track and report on key program metrics: time-to-first-transfer, onboarding completion, engagement/adoption rates, NPS/CSAT, renewal readiness, and digital program ROI
Customer Inquiries & Escalation Management- Serve as the primary point of ownership for customer inquiries, issues, and escalations that arise across your tech-touch and long-tail book of business - resolving directly where you can and looping in the appropriate department when deeper intervention is needed
- Establish clear triage paths and response expectations so accounts without a dedicated CSM still get fast, consistent support when something goes wrong
- Monitor support tickets, in-app feedback, and health signals across your BoB to catch emerging needs and recurring pain points early, before they escalate
- Close the loop with customers on resolution, and feed escalation trends back into digital program design, playbooks, and Product/Engineering priorities
Cross-Functional Partnership- Partner with RevOps, Product, Marketing, and Support to turn customer data (payroll integration health, transfer activity, support volume) into a reliable, shared source of truth
- Build repeatable playbooks that provides you with the intelligence and automation you need to manage more accounts without sacrificing the personal, service-led approach Tapcheck is known for
- Identify friction points in the digital journey through data, feedback, and support trends. Turn them into concrete recommendations for Product and Engineering
What You've DoneRequired- Spent 3-5 years in Customer Success Operations, Digital/Scaled Customer Success, Program Management, Lifecycle Marketing, or RevOps, ideally in a high-growth SaaS or fintech environment
- Designed and scaled digital/tech-touch CS programs for an existing customer base, not just supported a high-touch motion
- Built reporting and dashboards from CRM, product analytics, or CS platform data using tools such as Gainsight, Vitally, Catalyst, HubSpot, Pendo, or Braze
- Pulled apart messy data from multiple systems - payroll integrations, support tickets, app usage - and turned it into a clear, actionable story
- Managed cross-functional programs with measurable outcomes, bringing skeptical stakeholders along with clear communication
- Built process and infrastructure from scratch in a fast-moving, resource-lean environment
Preferred- Worked with a two-sided customer base - B2B2C, marketplace, or benefits/HR-tech experience is a strong plus
- Applied customer health scoring or maturity models in a B2B2C or multi-stakeholder context
- Navigated segmentation and A/B testing frameworks for digital or lifecycle marketing programs
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.
