Remote Digital Customer Success Manager (Scale & Retain)

Tapcheck; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Tapcheck is hiring a Digital Customer Success Manager to own a high-volume book of digital accounts, driving adoption, retention, and expansion with scalable, data-driven processes. You will partner with Marketing and CS leadership to build scalable playbooks and content for engagement across 2,000+ small business accounts.

You will work autonomously in a fast-paced, remote environment, leveraging Salesforce and CS platforms to monitor health signals and drive proactive actions.

Qualifications

• 4–6 years in Customer Success, Digital or Scaled CS, or Account Management
• Managed a digital or scaled book of business
• Owned portfolio of up to 1500 accounts and used data signals to prioritize outreach
• Operated with high autonomy in a fast-paced, remote environment

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 health of the book including retention, adoption, usage, and churn
• Lead churn conversations and drive save plans to retain accounts
• Serve as single owner for expanding product usage across the portfolio
• Track account health and engagement signals to prioritize outreach
• Maintain accurate account data in Salesforce and CS tooling
• Partner with Digital Customer Marketing to build scalable engagement motions
• Drive product adoption and proactive engagement across the digital portfolio
• Identify at-risk accounts early and execute retention strategies
• Collaborate with CS, Support, and Product to improve outcomes

Skills

Customer success

Data-driven decisions

Remote work

Account management

Cross-functional collaboration

Tools

Salesforce

Gainsight

ChurnZero

Job description

Tapcheck is hiring a Digital Customer Success Manager to own a high-volume book of digital accounts, driving adoption, retention, and expansion with scalable, data-driven processes. You will partner with Marketing and CS leadership to build scalable playbooks and content for engagement across 2,000+ small business accounts.

You will work autonomously in a fast-paced, remote environment, leveraging Salesforce and CS platforms to monitor health signals and drive proactive actions.