Senior Customer Success Manager

Tapcheck

Senior Customer Success Manager responsible for customer onboarding and product adoption at Tapcheck. Building relationships and driving value realization across a portfolio of accounts.

Posted 6/3/2026full-timeRemote • Alabama, Arizona, California, Colorado, District of Columbia, Florida, Idaho, Illinois, Louisiana, Massachusetts, Missouri, Montana, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Texas, Utah, Virginia, Washington, Wisconsin • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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 (Preferred).
Navigated segmented account models in a high-growth SaaS organization (Preferred).
Applied customer health scoring frameworks and digital engagement models at scale (Preferred).
Used Salesforce and CS platforms such as Gainsight, ChurnZero, or Catalyst (Preferred).

Benefits

Comp & perks

Flexible PTO. No accrual caps, no counting days. Take the time you need.
10 paid holidays. Including both Christmas Eve and New Year's Eve.
Comprehensive health coverage. Medical through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution), plus dental and vision through MetLife.
FSA, Basic Life/AD&D, and an Employee Assistance Program (EAP).
401(k) with a 100% match up to 3% of your salary, through Mutual of America. Eligible after 90 days.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successcustomer health scoring frameworksdigital engagement modelschurn reductionproduct adoptiondata analysisportfolio managementretention strategiesengagement frameworksmitigation strategies

Soft Skills

relationship buildingstrategic advisingproactive communicationautonomydisciplinecollaborationproblem-solvingcustomer advocacyorganizational skillsstakeholder management