Digital Customer Success Manager
New
T
TapcheckFintech HR Tech
Candidates must already possess the right to work in the United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 4-6 years
- Required Skills
- Data AnalysisSalesforceCustomer SuccessAccount Management
Requirements
- 4-6 years of experience in Customer Success, Digital/Scaled Customer Success, or Account Management.
- Demonstrated experience managing a digital or scaled book of business.
- Experience owning and prioritizing across a portfolio of up to 1500 accounts.
- Proficiency in using data and account health signals to prioritize outreach and drive proactive action.
- Ability to operate with high autonomy in a fast-paced, remote environment.
- Experience with Salesforce and CS platforms such as Gainsight or ChurnZero (preferred).
- Experience building or refining scaled/digital CS programs from the ground up (preferred).
- Experience in Fintech, HR Tech, Payroll, Benefits, or PE-backed SaaS (preferred).
- Experience partnering with Marketing or Content teams to develop customer-facing materials (preferred).
Responsibilities
- Own the full digital customer success book of business end to end, managing a portfolio of up to 2000+ small business accounts.
- Hold full accountability for the health of the book, inclusive of retention, adoption, usage, and churn.
- Lead churn conversations directly and drive save plans to keep accounts.
- Track account health, usage trends, and engagement signals to prioritize outreach and catch risk early.
- Maintain accurate account data, engagement history, and health status in Salesforce and CS tooling.
- Partner with the Digital Customer Marketing Manager to build and refine digital engagement motions like email campaigns, in-app guidance, and webinars.
- Collaborate with the broader Customer Success team, Support, and Product to improve outcomes for digital accounts.
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