Digital Customer Success Manager

Tapcheck • Plano, TX

4d • Remote

About The Position

The 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. This role exists to give a single, dedicated owner to this book, driving it end to end. The role involves partnering closely with the Digital Customer Marketing Manager and Customer Success Leadership to build the processes, cadences, and content for scaled engagement. It 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.

Requirements

• 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
• Must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future.

Nice To Haves

• 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

Responsibilities

• 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
• 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
• 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
• 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

Benefits

• Flexible PTO
• 10 paid holidays
• Comprehensive health coverage (Medical through Blue Cross Blue Shield of Texas with PPO and HDHP options, HSA-eligible with employer contribution)
• Dental and vision through MetLife
• FSA
• Basic Life/AD&D
• Employee Assistance Program (EAP)
• 401(k) with a 100% match up to 3% of your salary, through Mutual of America (Eligible after 90 days)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed