Digital Customer Success Manager

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. 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. 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.

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 and drive save plans to keep accounts; Serve as the single point of accountability for expanding product usage across the portfolio; Stay ahead of the book proactively, flagging and acting on risk before it becomes a churn conversation; Track account health, usage trends, and engagement signals to prioritize outreach; 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 digital engagement motions, including email campaigns, in-app guidance, webinars, and self-serve resources; Ensure process and content are in place to run scaled engagement effectively; 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; 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

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; Candidates must already possess the right to work in the United States without employment-based visa sponsorship

Nice to have

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

Benefits

Flexible PTO with no accrual caps; 10 paid holidays including Christmas Eve and New Year's Eve; Medical coverage through Blue Cross Blue Shield of Texas (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 salary through Mutual of America, eligible after 90 days