# Digital Customer Marketing Manager
## About the Role
Tapcheck is seeking a Digital Customer Marketing Manager to build and scale the digital customer experience across the employer lifecycle. This role will develop lifecycle programs, automated customer touchpoints, messaging, playbooks, and in-product engagement that help employer customers successfully navigate onboarding, activation, adoption, renewal readiness, and advocacy.
The role combines product marketing thinking with lifecycle marketing execution. You will partner with Product Marketing, Customer Success, RevOps, Product, Marketing, and Support to use customer data and feedback to improve engagement, reduce churn, and support account growth across Tapcheck's SMB and long-tail employer customer base.
## Key Responsibilities
### Digital Lifecycle Program Design
Design, launch, and continuously improve digital Customer Success programs across onboarding, activation, adoption, renewal readiness, and advocacy.
Build automated and segmented lifecycle campaigns across email, in-app, and in-product guidance.
Create customer touchpoints that support key milestones such as first payroll sync, first transfer, and ongoing product adoption.
Increase customer self-service while reducing unnecessary support contacts.
Build repeatable playbooks that combine intelligence and automation to support more accounts while maintaining a service-led customer experience.
### Customer Messaging & Positioning
Own messaging and positioning across the digital customer journey.
Write or directly shape clear, compelling copy for lifecycle emails, in-app nudges, and customer playbooks.
Partner with Product Marketing on launch messaging, positioning, and educational materials for existing customers.
Maintain a working perspective on Tapcheck's competitive and market positioning within earned wage access and financial wellness.
Use competitive insights to strengthen retention and product adoption messaging.
Keep customer messaging consistent and current as the product and competitive landscape evolve.
### Experimentation & Reporting
Develop and manage customer segmentation and A/B testing programs.
Continuously improve digital customer engagement based on testing and performance results.
Track and report key program metrics, including:
Time-to-first-transfer
Onboarding completion
Engagement and adoption rates
NPS/CSAT
Renewal readiness
Digital program ROI
Identify friction points in the digital customer journey using data, customer feedback, and support trends.
Translate findings into actionable recommendations for Product and Engineering.
### Cross-Functional Partnership
Work closely with Customer Success Managers (CSMs) to identify customer friction points and opportunities.
Partner with RevOps, Product, Marketing, and Support to establish a reliable shared source of customer data and insights.
Connect digital engagement signals with the teams responsible for acting on customer needs and opportunities.
## Required Qualifications
4–7 years of experience across Product Marketing, Customer Marketing, Lifecycle Marketing, Growth Marketing, or Digital Customer Success within a SaaS or subscription business.
Experience owning messaging and positioning for a product or customer segment.
Experience writing or directly shaping copy used in lifecycle campaigns, in-app guidance, and playbooks.
Experience designing and launching automated, segmented lifecycle campaigns across email, in-app, or in-product channels.
Experience using lifecycle programs to influence an adoption or retention metric.
Experience partnering with Product Marketing or Product teams on launch narratives, positioning, or go-to-market messaging for an existing customer base.
Experience maintaining a perspective on competitive and market positioning and applying it to customer-facing messaging.
Experience with customer segmentation and A/B testing programs.
Experience tracking and reporting program-level KPIs such as time-to-value, onboarding completion, adoption, NPS/CSAT, or program ROI.
Experience using program data to inform business or customer engagement decisions.
Experience building playbooks or repeatable processes that enable teams to support more accounts without sacrificing service quality.
## Preferred Qualifications
Experience using marketing automation or Customer Success tools such as HubSpot, Iterable, Braze, Gainsight, ChurnZero, or Vitally.
Ability to independently analyze usage and behavioral data to identify churn signals and adoption trends.
Experience contributing to sales enablement, renewal, or advocacy content based on product marketing materials.
## Skills & Competencies
Lifecycle marketing
Customer marketing
Product marketing
Growth marketing
Digital Customer Success
SaaS and subscription marketing
Customer lifecycle management
Customer messaging and positioning
Marketing automation
Email marketing
In-app and in-product engagement
Customer segmentation
A/B testing and experimentation
Customer adoption and retention
Churn reduction
Account growth
Customer journey optimization
KPI and performance reporting
Data-driven decision-making
Competitive and market positioning
Playbook development
Cross-functional collaboration
Communication and copywriting
Customer-focused problem-solving
## Education & Experience
Education:
No specific education or degree requirement is stated in the source job description.
Experience:
4–7 years across Product Marketing, Customer/Lifecycle Marketing, Growth Marketing, or Digital Customer Success within a SaaS or subscription business, along with the lifecycle campaign, messaging, experimentation, KPI reporting, and playbook experience described in the Required Qualifications section.
## Work Arrangement & Schedule
Remote-friendly
Job location: Houston, TX, US (Remote)
Ideally based in one of the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MA, MO, NC, NH, NJ, NV, NY, OR, OH, PA, RI, SC, TX, VA, WA, WI
Flexible PTO
10 paid holidays
Candidates must already have authorization to work in the United States without employment-based visa sponsorship now or in the future.
Tapcheck does not currently provide sponsorship for employment-based visas, including H-1B, L-1, or TN visas.
## Compensation & Benefits
Compensation:
Tapcheck states that compensation is competitive and benchmarked to the role and market. Full compensation details are shared during the hiring process.
Benefits include:
Flexible PTO with no accrual caps
10 paid holidays, including Christmas Eve and New Year's Eve
Medical coverage through Blue Cross Blue Shield of Texas, with PPO and HDHP options
HSA-eligible medical plan with employer contribution
Dental and vision coverage through MetLife
FSA
Basic Life/AD&D insurance
Employee Assistance Program (EAP)
401(k) with a 100% company match up to 3% of salary, eligible after 90 days
Mission-driven work focused on financial