Manager, Customer Success

📋 Description

• • As the Manager, Customer Success at Tapcheck Inc., you will be a pivotal, execution-focused leader responsible for steering the day-to-day performance and strategic execution of our Customer Success organization. This role is designed for a builder, an operational powerhouse who will act as the indispensable right hand to the Director of Customer Success. Your primary mission will be to ensure our team consistently delivers exceptional customer outcomes across the entire customer lifecycle, encompassing onboarding, adoption, retention, and expansion.
• • You will be at the forefront of team leadership, providing expert coaching and driving operational excellence. This involves directly managing a team of Customer Success Managers (CSMs) and Onboarding Managers, ensuring that established programs are executed with precision and effectiveness. A key aspect of your role will be to continuously elevate team performance through rigorous data analysis, targeted coaching, and strategic process optimization. Your success will be measured by your ability to cultivate a high-performing, data-driven CS team that not only achieves strong customer adoption, retention, and revenue growth but also upholds an unparalleled customer experience.
• • A demonstrated builder mindset is crucial, with a proven track record of improving or scaling Customer Success programs, playbooks, or systems within dynamic, growing organizations. You will play a significant role in evolving Tapcheck’s Customer Success motion by championing and implementing scalable 1-to-many engagement strategies. This includes leveraging automation and AI-driven insights to amplify customer impact while simultaneously enhancing operational efficiency.
• • Your responsibilities will span across several critical areas. In Team Leadership & Execution, you will manage and develop a team of CSMs and Onboarding Managers, guiding them in their efforts to drive customer onboarding, adoption, retention, and expansion. You will serve as the primary day-to-day leader of the CS organization, ensuring seamless execution of customer engagement, account management, and lifecycle programs. You will coach team members on sophisticated customer strategies, proactive risk management, and identifying expansion opportunities to boost retention and revenue performance. Crucially, you will partner closely with the Director of Customer Success to translate high-level CS strategy into actionable operational priorities.
• • Regarding Customer Outcomes & Portfolio Performance, you will ensure the CS team consistently drives strong customer adoption, activation, and long-term value realization. This involves meticulously monitoring and managing key customer success metrics such as Gross Revenue Retention (GRR), Net Revenue Retention (NRR), product adoption rates, employee activation, and churn risk. You will empower the team to identify and mitigate at-risk accounts while proactively driving expansion opportunities within the existing customer base. Furthermore, you will guide CSMs in delivering highly effective customer engagement strategies, including conducting Quarterly Business Reviews (QBRs), developing success plans, and facilitating value-driven conversations.
• • In the realm of Onboarding & Time-to-Value, you will oversee Onboarding Managers, ensuring smooth customer launches and rapid time-to-value. You will support the team in navigating complex customer launches, which may include intricate integrations, payroll configurations, and rigorous data validation. A key objective will be to enhance operational consistency across all onboarding workflows and launch readiness processes.
• • For Operational Excellence, you will drive the robust execution of existing Customer Success playbooks across all stages of the customer lifecycle. You will ensure the team effectively utilizes dashboards, health scores, and customer data to prioritize engagement efforts and proactively mitigate risks. A significant part of your role will be to refine internal processes, enabling the CS team to operate with greater efficiency and deliver consistently superior customer outcomes. Maintaining strong cross-functional collaboration with Sales, Product, Support, and Operations teams will be essential for resolving customer challenges and elevating the overall customer experience.
• • This role offers a hybrid or remote work option. Employees located within 30 miles of Plano, TX, are expected to work in the office Tuesday through Thursday. Candidates residing outside this radius may be considered for a fully remote arrangement, contingent upon their experience and business needs.