Customer Success Manager

Tapcheck•Plano, TX

1d•$75 - $85•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

Interest or experience in payroll, financial wellness, or HR tech is preferred

Responsibilities

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