Manager, Customer Success

ABOUT THE JOB:  

The Manager, Customer Success is a highly execution-focused leader responsible for driving the day-to-day performance of Tapcheck’s Customer Success organization. This leader acts as the operational right hand to the Director of Customer Success, ensuring the team consistently delivers strong customer outcomes across onboarding, adoption, retention, and expansion.

This role is focused on team leadership, coaching, and operational excellence. The Manager will lead Customer Success Managers and Onboarding Managers, ensuring programs already in place are executed consistently and effectively while continuously improving team performance through data, coaching, and process optimization. This role is a huge builder

Success in this role means leading a high-performing, utilizing and tracking data, metrics-driven CS team that delivers strong customer adoption, retention, and revenue outcomes while maintaining an exceptional customer experience. Demonstrated builder mindset with experience improving or scaling Customer Success programs, playbooks, or systems in growing organizations.

This leader will also help evolve Tapcheck’s Customer Success motion by introducing scalable 1-to-many engagement strategies, leveraging automation and AI-driven insights to increase customer impact while maintaining operational 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. 

What You’ll Do:  

Team Leadership & Execution

• Manage and develop a team of Customer Success Managers and Onboarding Managers responsible for onboarding, adoption, retention, and expansion across Tapcheck’s customer base.
  Serve as the day-to-day leader of the CS organization, ensuring consistent execution across customer engagement, account management, and lifecycle programs.

• Coach team members on customer strategy, risk management, and expansion opportunities to improve retention and revenue performance.

• Partner closely with the Director of Customer Success to execute CS strategy and operational priorities.

Customer Outcomes & Portfolio Performance

• Ensure the CS team consistently drives strong customer adoption, activation, and long-term value realization.

• Monitor and manage key customer success metrics including GRR, NRR, product adoption, employee activation, and churn risk.

• Support the team in identifying and mitigating at-risk accounts while driving expansion opportunities within existing customers.

• Guide CSMs in delivering effective customer engagement strategies including QBRs, success planning, and value-driven conversations.

Onboarding & Time-to-Value

• Oversee Onboarding Managers responsible for customer launches, ensuring smooth implementation and fast time-to-value.

• Support the team in managing complex customer launches, including integrations, payroll configurations, and data validation.
  Improve operational consistency across onboarding workflows and launch readiness.

Operational Excellence

• Drive strong execution of existing Customer Success playbooks across onboarding, adoption, retention, and expansion.

• Ensure the team leverages dashboards, health scores, and customer data to prioritize engagement and mitigate risk.

• Improve internal processes that help the CS team operate more efficiently and deliver consistent customer outcomes.
  Maintain strong cross-functional collaboration with Sales, Product, Support, and Operations to resolve customer challenges and improve the customer experience.

What You’ll Bring:  

• 6–8+ years of experience in Customer Success, Account Management, or post-sales roles in SaaS or fintech environments.

• 2–4+ years of experience managing and developing Customer Success or account management teams.

• Experience operating in high-growth startup environments.

Skills (Must Haves)

• Proven ability to drive customer adoption, retention, and expansion through strong team leadership and execution.

• Experience managing CS metrics including GRR, NRR, adoption, churn risk, and portfolio performance.

• Strong coaching and leadership skills with experience developing high-performing Customer Success teams.

• Highly organized operator who can manage multiple priorities and ensure strong operational discipline across the team.

• Comfortable working cross-functionally with Sales, Product, Support, Operations, and RevOps to deliver strong customer outcomes.

• Highly data-driven operator with strong analytical skills and the ability to translate customer usage data, engagement trends, and performance metrics into actionable insights for the team.

• Experience leveraging CS platforms, analytics tools, and automation to manage customer health, forecast retention, and identify expansion opportunities.

• Comfortable building and using dashboards, KPIs, and reporting frameworks to drive team accountability and improve customer outcomes.

Leadership Traits

• High ownership mentality with the ability to drive accountability across a team.

• Strong communicator who can influence internally and represent the voice of the customer.

• Thrives in fast-paced, high-growth environments with evolving priorities.

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. 

About Tapcheck:  

Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis. 

The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they’ve earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances. 

How We Get Things Done:  

Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.  

• Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.

• Grit: We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth. 

• Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.

• Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company. 

 
Why Join Tapcheck?  

• Competitive base 

• Flexible Time Off

• Health Insurance

• Dental Insurance

• Vision Insurance

• 401K Match 

Compensation: $140-150K + Bonus. The actual base salary will depend on numerous factors such as: location, experience, training, knowledge. and skills. Tapcheck reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position you understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role. 

Equal Employment Opportunity Policy 

Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.