Senior Customer Success Manager

Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. The Senior Customer Success Manager is responsible for driving customer adoption, value realization, and proactive retention across a portfolio of accounts, ensuring customers achieve measurable business outcomes.

Responsibilities:

• Drive customer onboarding, product adoption, and ongoing engagement across your portfolio
• Align product value to customer business outcomes, ensuring customers realize measurable ROI
• Lead strategic business reviews and customer success planning sessions
• Deliver proactive recommendations and best practices that improve customer outcomes
• Monitor customer health, product usage, and engagement trends to identify churn risk early
• Execute mitigation strategies and success playbooks for at-risk accounts
• Partner with Account Management on save motions, retention plans, and renewal strategies
• Build trusted relationships with customer stakeholders at all levels of the organization
• Serve as the primary strategic advisor for product adoption and operational best practices
• Execute proactive engagement cadences and lifecycle strategies across your book of business
• Maintain accurate customer health data, account insights, and lifecycle tracking in Salesforce and CS platforms
• Execute customer success playbooks and engagement frameworks with consistency and discipline
• Leverage customer signals and usage data to prioritize action and drive outcomes at scale
• Contribute to scalable CS processes, programs, and operational improvements
• Identify customer growth opportunities through usage trends, business needs, and stakeholder conversations
• Partner with Account Management to surface and support expansion strategies
• Advocate for customer needs internally while balancing business objectives

Requirements:

• Spent 5–10+ years in Customer Success, Strategic Customer Management, or Account Management within SaaS
• Managed a portfolio of accounts with clear ownership of retention, adoption, and customer health outcomes
• Driven measurable reductions in churn and improvements in customer engagement and product adoption
• Built and maintained relationships with executive stakeholders across complex, strategic accounts
• Operated with high autonomy and discipline in a fast-paced, high-growth SaaS environment
• Used data and customer health signals to proactively identify risk and drive action
• Worked in Fintech, HRTech, Payroll, Benefits, or a PE-backed SaaS environment
• Navigated segmented account models in a high-growth SaaS organization
• Applied customer health scoring frameworks and digital engagement models at scale
• Used Salesforce and CS platforms such as Gainsight, ChurnZero, or Catalyst