The Lead, Customer Success Manager will join the expanding Customer Success team as a player/coach, serving as both a hands-on contributor and mentor a team of 4-6 Customer Success Managers. The role involves ensuring clients receive a smooth experience from onboarding to post-launch support.
The Lead, Customer Success Manager will spend 70% of their time coaching and mentoring the team and the other 30% driving client satisfaction, continued growth and expansion opportunities. You will be working closely with other members of the Customer Success team to support your book of business and work cross functionally with other teams like Sales and Marketing to support product adoption. You will also have the opportunity to advocate for your customers and work with internal teams to provide feedback to Product, create advocacy opportunities for Marketing, expansion opportunities for Sales & Partnerships, and visibility into use cases and customer health for the organization.
What You'll Do:
- Provide guidance, training, and ongoing support to 4-6 Customer Success Managers, fostering a culture of continuous improvement and excellence.
- Lead weekly pipeline reviews with each Account Manager, analyzing performance metrics and developing actionable plans to accelerate account conversion.
- Manage a portfolio of accounts, overseeing maintenance, growth strategies, increased profitability, strategic direction, and overall client satisfaction.
- Collaborate cross-functionally to develop and implement strategies aimed at boosting product adoption, enhancing engagement, and driving scalable growth.
- Work with the team to develop Standard Operating Procedures (SOPs) focused on streamlining processes and ensuring consistency in operations.
- Utilize data analytics to analyze, track, and execute team performance metrics, ensuring continuous progress towards daily, weekly, and quarterly KPIs.
- Manage client escalations through effective project management, collaborating with Sales and Partnerships to define action plans aimed at client retention and resolution of internal and external initiatives.
- Leverage successful client relationships to identify additional case studies, referrals, and advocacy opportunities, thereby expanding the network of advocates and driving business growth.
What You'll Bring:
- 2+ years of experience mentoring or leading individual contributors
- 4+ years of experience in an Account Management or Customer Success
- Experience using CRM systems such as Salesforce.com and Data analytical tool.
- Positive, can-do attitude; calm under pressure when working through time-sensitive customer issues
- Analytical skills and the ability to interpret customer data, compile reports, and make insightful, data-driven decisions
- Highly self-motivated and autonomous, demonstrating ownership over business results
- Demonstrated aptitude to learn quickly, including an interest finance, and/or Financial Technology
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, MI, MA, 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
Benefits:
- Competitive Base + Bonus
- Paid Time Off
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401K Match
Compensation: $100K base + 15% performance bonus. 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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