Senior Customer Success Manager

About the role

The acts as the strategic anchor for key accounts, owning the end-to-end journey from onboarding through maturity to renewal and expansion. You are responsible for driving deep product adoption, realizing measurable business value, and proactively retaining a strategic portfolio of customers before risks ever escalate. This role requires you to be a trusted advisor who translates product capabilities into tangible business outcomes and long-term customer loyalty. You will operate with executive presence, influencing stakeholders across the organization while maintaining rigorous ownership of customer health and retention metrics. The position demands a bias for action, combining project management discipline with data-driven insights to guide strategic customer conversations. This role is critical to ensuring that customers see continuous value in Tapcheck's platform, directly impacting retention, expansion, and brand advocacy.

Key facts

What you'll do

You will drive customer adoption and value realization by owning the end-to-end journey for your portfolio, from initial onboarding through mature engagement and renewal. You will align product usage with specific business outcomes, ensuring customers achieve measurable ROI from their Tapcheck investment. You will lead strategic business reviews and customer success planning sessions that map to long-term relationship goals. You will deliver proactive recommendations and best practices that improve customer outcomes and deepen product utilization. You will monitor customer health, product usage, and engagement trends to identify churn risk early and act before issues escalate. You will execute mitigation strategies and success playbooks for at-risk accounts, coordinating closely with internal stakeholders to protect revenue. You will partner with Account Management on save motions, retention plans, and renewal strategies to ensure commercial and customer interests are aligned. You will build and maintain trusted relationships with stakeholders at all levels of the customer organization. You will serve as the primary strategic advisor for product adoption and operational best practices within your book of business. You will execute proactive engagement cadences and lifecycle strategies that reflect a deep understanding of customer maturity stages. You will maintain accurate customer health data, account insights, and lifecycle tracking in Salesforce and CS platforms. You will execute customer success playbooks and engagement frameworks with consistency, discipline, and scalability. You will leverage customer signals and usage data to prioritize action and drive outcomes at scale across multiple accounts. You will contribute to scalable CS processes, programs, and operational improvements that enhance team efficiency and customer experience. You will identify customer growth opportunities by analyzing usage trends, evolving business needs, and stakeholder conversations. You will partner with Account Management to surface and support expansion strategies that align with customer capacity and goals. You will advocate for customer needs internally while balancing business objectives and long-term relationship health. You will act as the voice of the customer within Tapcheck, ensuring product, marketing, and operations teams understand evolving requirements. You will demonstrate ownership of complex, multi-stakeholder environments where influence without authority is essential.

Requirements

You must have spent 5-10+ years in Customer Success, Strategic Customer Management, or Account Management within SaaS environments. You must have managed a portfolio of accounts with clear ownership of retention, adoption, and customer health outcomes. You must have driven measurable reductions in churn and improvements in customer engagement and product adoption over time. You must have built and maintained relationships with executive stakeholders across complex, strategic accounts that demand high trust. You must operate with high autonomy and discipline in fast-paced, high-growth SaaS environments where priorities shift quickly. You must use data and customer health signals to proactively identify risk and drive corrective action before issues impact retention. You must be comfortable managing multiple stakeholders and influencing decisions across executive and operational levels. You must demonstrate strong ownership of processes, documentation, and workflows that ensure consistency across the customer lifecycle. You must have a proven track record of operating in regulated or mission-critical environments where accuracy and reliability are essential. You must communicate clearly and persuasively, both in writing and verbally, with C-level and technical audiences. You must be able to translate complex product capabilities into simple, outcome-driven narratives for customers. You must maintain strict confidentiality and handle sensitive customer and business information with integrity at all times. You must be willing to relocate or accept remote roles under the defined geographic eligibility criteria. You must commit to working the required schedule if located within 30 miles of Plano, TX, including in-office days Tuesday through Thursday.

Nice to have

Previous experience in Fintech, HRTech, Payroll, Benefits, or a PE-backed SaaS environment is preferred. Experience navigating segmented account models in high-growth SaaS organizations is valued. Hands-on application of customer health scoring frameworks and digital engagement models at scale is a strong advantage. Prior work with Salesforce and CS platforms such as Gainsight, ChurnZero, or Catalyst is highly desirable. Backgrounds in digital transformation initiatives within large enterprises may be considered where relevant. Familiarity with change management practices and stakeholder communication frameworks is preferred.

Practical notes

This role offers both remote and hybrid options. Employees located within 30 miles of Plano, TX, are required to be in-office Tuesday through Thursday each week. Candidates must reside in or be willing to relocate to one of the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MI, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, UT, VA, WA, WI.