Manager, Customer Success (Growth & Retention)

Job Description

As the Manager, Customer Retention, you will play a pivotal role in building and executing strategies that enhance customer loyalty and reduce churn. You’ll collaborate across teams to analyze customer behavior, develop targeted retention initiatives, and ensure a seamless experience for our customers. This is a high-impact role where your efforts will directly contribute to Tapcheck’s ARR growth and customer satisfaction. 

What You’ll Do:

• 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 retention 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. 

What You'll Bring:

• 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 

At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-b, 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. 

This is a remote-friendly role. 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

About Tapcheck:

Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.

The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they’ve earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances.

How We Get Things Done:

Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.

• Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.
• Grit: We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth.
• Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.
• Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company.

Why Join Tapcheck?

• Flexible Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Match

Compensation: $120,000 base + 30% variable. The actual base salary will depend on numerous factors such as: location, experience, training, knowledge. and skills. Tapcheck reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position you understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role. 

Equal Employment Opportunity Policy

Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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