Senior Customer Success Manager

Tapcheck Inc.

Job Overview

Location

Remote - United States

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the strategic anchor for customer relationships, driving adoption, value realization, and proactive retention across a portfolio of SaaS accounts.
• Lead end-to-end customer onboarding, ensuring seamless product adoption and alignment of product capabilities with measurable customer business outcomes.
• Conduct strategic business reviews and customer success planning sessions to reinforce ROI and guide long-term engagement strategies.
• Monitor customer health, product usage, and engagement trends to identify early signs of churn risk and execute targeted mitigation playbooks.
• Partner with Account Management teams to design and implement retention plans, save motions, and renewal strategies for at-risk accounts.
• Build trusted advisor relationships with executive-level stakeholders across customer organizations to influence adoption and strategic alignment.
• Execute proactive engagement cadences and lifecycle strategies tailored to each customer segment within your book of business.
• Maintain accurate, real-time customer health data, account insights, and lifecycle tracking in Salesforce and customer success platforms.
• Apply standardized customer success playbooks and engagement frameworks with consistency and operational discipline.
• Leverage customer usage data and health signals to prioritize actions, drive outcomes, and optimize resource allocation across your portfolio.
• Identify expansion opportunities through usage trends, stakeholder conversations, and business need analysis, then collaborate with Account Management to surface growth initiatives.
• Advocate for customer needs internally while balancing business objectives and scalability goals.
• Contribute to the design and improvement of scalable customer success processes, programs, and operational workflows.
• Operate with high autonomy in a fast-paced, high-growth SaaS environment, demonstrating discipline in execution and outcome ownership.
• If located within 30 miles of Plano, TX, work in-office Tuesday through Thursday each week; remote candidates must reside in approved states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MI, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, UT, VA, WA, WI.

🎯 Requirements

• 5–10+ years of experience in Customer Success, Strategic Customer Management, or Account Management within SaaS
• Proven track record of managing a portfolio of accounts with direct ownership of retention, adoption, and customer health outcomes
• Demonstrated success in driving measurable reductions in churn and improvements in customer engagement and product adoption
• Experience building and maintaining relationships with executive stakeholders in complex, strategic accounts
• Proficiency in using data and customer health signals to proactively identify risk and drive action
• Experience with Salesforce and customer success platforms such as Gainsight, ChurnZero, or Catalyst

🏖️ Benefits

• Flexible PTO with no accrual caps or day limits
• 10 paid holidays, including Christmas Eve and New Year's Eve
• Comprehensive health coverage through Blue Cross Blue Shield of Texas (PPO and HDHP options with HSA-eligible employer contribution), plus dental and vision through MetLife
• 401(k) with 100% company match up to 3% of salary, through Mutual of America, eligible after 90 days
• FSA, Basic Life/AD&D, and Employee Assistance Program (EAP)
• Mission-driven culture focused on improving financial wellness and eliminating payday loan dependency

Skills & Technologies

Senior

Remote

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Tapcheck Inc.

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About Tapcheck Inc.

Tapcheck offers an earned wage access platform that lets employees withdraw a portion of accrued wages before payday via a mobile app and prepaid card. Employers integrate the service with payroll systems to reduce turnover and improve financial wellness without changing pay cycles. The company earns revenue through employer fees and optional employee tips or card interchange, serving small businesses, franchises, and larger enterprises across the United States.

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