Customer Success Manager

Summary

Join Tapcheck as the Manager, Customer Retention and play a pivotal role in developing and implementing strategies to boost customer loyalty and reduce churn. Collaborate with various teams to analyze customer behavior, create targeted retention initiatives, and ensure a seamless customer experience. This impactful role directly contributes to Tapcheck's revenue growth and customer satisfaction. You will develop retention strategies, create predictive models, lead adoption campaigns, manage a customer health scorecard, conduct regular check-ins with key accounts, analyze customer feedback, partner with other teams, present insights to executives, design loyalty programs, and oversee customer education resources. The ideal candidate possesses extensive experience in customer success or retention, strong analytical skills, proficiency with CRM tools, and a customer-focused approach. This is a remote-friendly role with a competitive compensation package.

Requirements

• 8+ years in customer success, account management, or customer retention roles, preferably in a SaaS or fintech environment, with at least 2 years in a leadership capacity
• Experience building retention strategies and customer health scorecards to monitor usage patterns, satisfaction, and risk indicators
• Strong analytical abilities with a track record of using data to drive decisions
• Proven ability to design and execute successful retention campaigns
• Proficiency with CRM tools (e.g., Salesforce) and analytics platforms
• Customer-focused with a passion for delivering exceptional experiences and solving challenges proactively
• Bachelor’s degree in business, marketing, or a related experience
• Possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future

Responsibilities

• Develop a retention strategy aligned with Tapcheck's business goals to reduce churn and increase customer lifetime value
• Create predictive models to identify at-risk customers and suggest personalized interventions
• Lead multi-channel adoption campaigns, including email, in-app notifications, and direct outreach
• Implement and manage a customer health scorecard to track usage, satisfaction, and risk indicators
• Conduct regular check-ins and QBRs with high-value accounts to gather feedback and explore growth opportunities
• Collect and analyze customer feedback through NPS surveys, reviews, and conversations for continuous improvement
• Partner with Product and Operations teams to advocate for customer needs and influence roadmap decisions
• Present actionable retention insights to the executive team, identifying key challenges and opportunities
• Design and execute loyalty and re-engagement programs, including incentives, rewards, and recognition
• Oversee customer education resources and collaborate with Marketing on communications for product updates and feature releases

Preferred Qualifications

Ideally, candidates will sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MA, MI, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, VA, WA, WI

Benefits

• Flexible Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Match
• Compensation: $120,000 base + 30% variable