Note: The job is a remote job and is open to candidates in USA. Tapcheck is a digital platform offering an app-based solution for accessing earned wages on demand. The Digital Program Manager, Customer Success, will build and scale digital Customer Success programs, including lifecycle campaigns, customer health scoring, dashboards, automated touchpoints, and escalation processes. The role partners cross-functionally to improve customer adoption, retention, reporting, and support at scale.
Responsibilities
- Design, launch, and continuously improve digital Customer Success programs across the employer lifecycle — onboarding, activation, adoption, renewal readiness, and advocacy — for our tech-touch and long-tail segments
- Build automated, segmented lifecycle campaigns (email, in-app, in-product guidance) that proactively nudge employer admins and end-user employees toward the moments that drive retention: first payroll sync, first transfer, habitual usage
- Run segmentation and A/B tests to keep improving how we engage customers digitally at scale
- Develop and refine customer health scoring and maturity models that reflect the realities of our B2B2C model — factoring in both employer engagement and underlying employee adoption
- Own CS reporting infrastructure: dashboards for customer health, onboarding completion, product adoption, and program ROI that give CS leadership and cross-functional partners a real-time read on the business
- Track and report on key program metrics: time-to-first-transfer, onboarding completion, engagement/adoption rates, NPS/CSAT, renewal readiness, and digital program ROI
- Serve as the primary point of ownership for customer inquiries, issues, and escalations that arise across your tech-touch and long-tail book of business resolving directly where you can and looping in the appropriate department when deeper intervention is needed
- Establish clear triage paths and response expectations so accounts without a dedicated CSM still get fast, consistent support when something goes wrong
- Monitor support tickets, in-app feedback, and health signals across your BoB to catch emerging needs and recurring pain points early, before they escalate
- Close the loop with customers on resolution, and feed escalation trends back into digital program design, playbooks, and Product/Engineering priorities
- Partner with RevOps, Product, Marketing, and Support to turn customer data (payroll integration health, transfer activity, support volume) into a reliable, shared source of truth
- Build repeatable playbooks that provides you with the intelligence and automation you need to manage more accounts without sacrificing the personal, service-led approach Tapcheck is known for
- Identify friction points in the digital journey through data, feedback, and support trends. Turn them into concrete recommendations for Product and Engineering
Skills
- Ideally, candidates will sit in 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
- At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-1B, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future
- Spent 3–5 years in Customer Success Operations, Digital/Scaled Customer Success, Program Management, Lifecycle Marketing, or RevOps, ideally in a high-growth SaaS or fintech environment
- Designed and scaled digital/tech-touch CS programs for an existing customer base, not just supported a high-touch motion
- Built reporting and dashboards from CRM, product analytics, or CS platform data using tools such as Gainsight, Vitally, Catalyst, HubSpot, Pendo, or Braze
- Pulled apart messy data from multiple systems - payroll integrations, support tickets, app usage - and turned it into a clear, actionable story
- Managed cross-functional programs with measurable outcomes, bringing skeptical stakeholders along with clear communication
- Built process and infrastructure from scratch in a fast-moving, resource-lean environment
- Worked with a two-sided customer base - B2B2C, marketplace, or benefits/HR-tech experience is a strong plus
- Applied customer health scoring or maturity models in a B2B2C or multi-stakeholder context
- Navigated segmentation and A/B testing frameworks for digital or lifecycle marketing programs
Benefits
- This is a remote-friendly role.
- 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.
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