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, MO, NC, NH, NJ, NV, NY, OR, OH, PA, RI, SC, TX, VA, WA, WI.
At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-1B, 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.
About the Job
As Tapcheck scales, the way we support our customers must scale with us, without losing the empathy that got us here.
As Digital Customer Marketing Manager, you'll build the digital backbone of Customer Success: the lifecycle programs, and automated touchpoints that let our CSMs focus their energy on the accounts and moments that need a human touch. This is the role for someone who thinks like a product marketer and executes like a lifecycle marketer. You'll shape the words that show up at every touchpoint, and you'll build the campaigns, playbooks, and in-product nudges that move people toward the moments that matter most: first payroll sync, first transfer, and beyond.
This role exists because our fastest-growing segment — SMB and long-tail employer accounts without a dedicated CSM — can't scale on 1:1 relationships or generic messaging alone. You'll partner with Product Marketing on positioning and launch narratives, and with CSMs, RevOps, Product, and Support on the data that tells you what's working. You'll be measured on two things above all: churn reduction and account growth across the SMB book.
What You'll Do
Digital Lifecycle Program Design
Design, launch, and continuously improve digital Customer Success programs across the employer lifecycle — onboarding, activation, adoption, renewal readiness, and advocacy — for our tech-touch and long-tail segmentsBuild automated, segmented lifecycle campaigns across email, in-app, and in-product guidance that help employer admins successfully navigate key moments, from first payroll sync and first transfer through ongoing product adoption, while increasing self-service and reducing support contacts.Build repeatable playbooks that pair intelligence and automation, letting Tapcheck manage more accounts without sacrificing the personal, service-led approach we're known forCustomer Messaging & Positioning
Own the messaging and positioning that shows up across the digital customer journey, translating product capability into clear, compelling copy for lifecycle emails, in-app nudges, and playbooksPartner with Product Marketing on launch messaging, positioning, and education material so existing customers hear a consistent story on the evolving functionality of the productMaintain a working point of view on how Tapcheck's value compares to other earned wage access and financial wellness providers, and use it to sharpen retention and adoption messagingKeep messaging consistent and current across every touchpoint in the digital lifecycle as the product and competitive landscape changeExperimentation & Reporting
Run segmentation and A/B tests to continuously improve how we engage customers digitally at scaleTrack and report on key program metrics: time-to-first-transfer, onboarding completion, engagement and adoption rates, NPS/CSAT, renewal readiness, and digital program ROIIdentify friction points in the digital journey through data, feedback, and support trends, and turn them into concrete recommendations for Product and EngineeringCross-Functional Partnership
Work closely with the CSM team to identify customer friction points, uncover opportunities, and turn insights into actionPartner with RevOps, Product, Market
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