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Role Description

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

Success in this role means leading a high-performing, metrics-driven CS team that delivers strong customer adoption, retention, and revenue outcomes while maintaining an exceptional customer experience.

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.

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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Competitive base
• Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Match