Senior Customer Success Manager driving customer adoption and expansion at Arcade. Collaborating with Sales and Product teams to optimize enterprise customer experiences through strategic engagement.
About the role
- Customer Success Manager managing a portfolio of customers using a scaled, one-to-many engagement model at Tapcheck. Driving success through proactive digital-first support and automation.
Responsibilities
- Own a book of digital and core accounts and support their full post-sale journey using email campaigns, in-app messaging, and resource-driven content
- Deliver onboarding and support at scale, ensuring timely employee registration, usage milestones, and successful first pay periods
- Track customer progression through key stages and proactively address stalls, risks, or signals of churn using digital playbooks
- Monitor inbound tickets and ensure fast, effective responses using automation and macros where possible
- Coordinate with Support and Ops to reduce resolution time and improve experience during early lifecycle stages
- Drive early value through a balance of education, self-service enablement, and responsive support
- Monitor behavior across employee registration, transfer patterns, and support usage to identify friction points or disengagement
- Use data to identify trends in churned employee counts and work cross-functionally to address root causes
- Regularly evaluate messaging, content, and workflow effectiveness to improve retention at scale
- Collaborate with Sales and internal stakeholders to support account expansion and renewals
- Help design and improve webinars, help center content, onboarding templates, and proactive lifecycle messaging
- Partner with internal teams to refine segment-specific journeys and touchpoints based on evolving data and needs
Requirements
- 2-4 years in Customer Success, Implementation, or a scaled digital success role
- Proven experience managing high-volume books using automation, digital tools, or customer marketing tactics
- Strong data analysis skills and comfort working with success metrics and customer engagement data
- Excellent communication and problem-solving skills across asynchronous and self-service channels
- Familiarity with Salesforce, customer messaging platforms, and internal support tooling
- Interest or experience in payroll, financial wellness, or HR tech is preferred
Benefits
- Competitive base
- Flexible Time Off
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401K Match
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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