Digital Customer Success Manager

We need to output HTML fragment with sections: About the role? Actually the posting includes "About The Job" and "What You'll Do", "Required", "Preferred", "About Tapcheck", "How We Get Things Done", "Why Join Tapcheck?", "Compensation". We need to use

for section headings: e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. But we must only include sections when posting has real specific content. We need to map content to these headings appropriately. We have: - About the role: could be "About The Job" section. - Responsibilities: "What You'll Do" includes bullet points. - Requirements: "Required" section. - Qualifications: maybe "Preferred" could be qualifications? But we have both Required and Preferred. Could treat Required as Requirements, Preferred as Qualifications or Skills? The instruction says use headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections to include based on content. We have content for: - About the role: yes. - Responsibilities: yes (What You'll Do). - Requirements: yes (Required). - Qualifications: maybe Preferred could be Qualifications. - Skills: maybe we could extract skills from Required/Preferred? But we might not need separate Skills if not distinct. - Benefits: we have benefits described in "Why Join Tapcheck?" includes flexible PTO, paid holidays, health coverage, FSA, life insurance, EAP, 401k match. That's benefits. - Pay: we have "Compensation" section but says details shared in hiring process, no specific numbers. According to rule: never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. The Compensation section says "Compensation at Tapcheck is competitive and benchmarked to your role and the market. We're committed to a total rewards package that reflects your impact. Full details are shared as part of our hiring process." That's vague, not specific numbers. So we should NOT create a Pay section because it's not specific. - Schedule: not mentioned. Thus we include sections: About the role, Responsibilities, Requirements, Qualifications, Benefits. We need to use

for each heading. Use

• for any list of duties/requirements/benefits, and

  for prose. We must preserve all substantive information, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. So we need to strip the EEO policy at end, also maybe "About Tapcheck" description is okay (it's substantive). "How We Get Things Done" includes core values; that's substantive but maybe could be part of About Tapcheck? It's about culture; we could include as part of About Tapcheck or maybe as a separate section? But we only have allowed headings; we could incorporate that content into About the role or Benefits? Probably better to include under About Tapcheck as part of description. But we don't have a heading for About Tapcheck; we have About the role. Could treat About Tapcheck as part of About the role? Might be okay to include as a paragraph under About the role. We need to preserve all substantive information: so we need to include the description of Tapcheck, core values, why join Tapcheck (benefits). Also include the "How We Get Things Done" core values. We need to avoid duplication: there may be duplicated lines (maybe not). We'll just include each piece once. We need to format lists: For responsibilities, we have bullet points under "What You'll Do". We'll turn each line into

• . For Required: list of bullet points. For Preferred: list. For Benefits: list from Why Join Tapcheck? plus maybe core values? Core values are not benefits but could be part of About Tapcheck. We'll include them as a paragraph under About the role or maybe as a separate section? Since we don't have a heading for culture, we could include them in About the role paragraph. Let's extract content: About The Job paragraph: "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 The Digital Customer Success Manager owns Tapcheck's digital customer success book of business, managing a high-volume portfolio through scalable, tech-enabled engagement rather than one-to-one, white-glove service. Today, this book is split across our broader CSM team's bandwidth. This role exists to give it a single, dedicated owner who can drive it end to end. You'll partner closely with our Digital Customer Marketing Manager, as well as Customer Success Leadership, to build the processes, cadences, and content that make scaled engagement actually work, rather than inheriting a fully-formed playbook. This is a builder's role for someone who wants full ownership of a book from day one and is energized by systems thinking as much as customer relationships." We need to keep that but remove the visa sponsorship line? That's substantive? It's about sponsorship; it's a requirement about work authorization. Could be considered part of Requirements. But it's at top. We'll keep it maybe as a note under Requirements? However it's not a typical requirement but a statement. We'll keep it as a paragraph under About the role? Might be okay. But we must not repeat job title as heading; we already not. Now "What You'll Do" bullet points: - Portfolio Ownership - 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 the health of the book, inclusive of retention, adoption, usage, and churn - Lead churn conversations directly, including the hard ones, and drive save plans to keep accounts rather than handing them off - Serve as the single point of accountability for expanding product usage, not just onboarding, across the portfolio - Stay ahead of the book proactively, flagging and acting on risk before it becomes a churn conversation rather than waiting for accounts to raise their hand - Track account health, usage trends, and engagement signals to prioritize outreach and catch risk early across a high-volume book - Maintain accurate account data, engagement history, and health status in Salesforce and CS tooling - Digital Engagement & Process Building - Partner with the Digital Customer Marketing Manager to build and refine the digital engagement motions, including email campaigns, in-app guidance, webinars, and self-serve resources, that support the book at scale - Ensure the process and content are in place to run scaled engagement effectively, identifying gaps and closing them - Continuously improve playbooks and workflows as the digital book grows - Customer Adoption & Retention - Drive product adoption and proactive engagement across the digital portfolio - Identify at-risk accounts early and execute retention strategies before issues escalate - Surface expansion and growth opportunities within the book - Cross-Functional Partnership - Collaborate with the broader Customer Success team, Support, and Product to improve outcomes for digital accounts - Bring customer feedback and portfolio-level insights back to the team to inform product and process decisions We'll flatten these into a single list? Could keep subheadings but we only have
  • . Could include subheadings as

    maybe? But instruction: Use

    • for any list of duties/requirements/benefits, and

      for prose. So we can treat each bullet as

    • . Subheadings could be

      but they'd be prose. Might be okay to include them as

      before the list. But we need to preserve all substantive information; we can include subheadings as

      (plain text) then list. Simplify: We'll output a

      with each bullet as
      • . Might lose subheading nuance but still preserve bullet content. Probably acceptable. Now "Required" bullet points: - Spent 4-6 years in Customer Success, Digital or Scaled Customer Success, or Account Management - Managed a digital or scaled book of business, not just a segment of a larger portfolio, in a previous role - Owned and prioritized across a portfolio of up to 1500 accounts - Used data and account health signals to prioritize outreach and drive proactive action - Operated with high autonomy in a fast-paced, remote environment Now "Preferred" bullet points: - Worked in Fintech, HR Tech, Payroll, Benefits, or a PE-backed SaaS environment - Used Salesforce and CS platforms such as Gainsight or ChurnZero - Helped build or refine scaled or digital CS programs from the ground up - Partnered with Marketing or Content teams to develop customer-facing engagement materials Now About Tapcheck paragraph: "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." Now "How We Get Things Done" core values: We have paragraphs describing Humility, Grit, Raising the Bar, Striving for Growth. We'll keep them as prose. Now "Why Join Tapcheck?" benefits: - Mission that matters. We're changing how Americans access their pay, giving workers financial flexibility without the debt trap of payday loans. - Flexible PTO. No accrual caps, no counting days. Take the time you need. - 10 paid holidays. Including both Christmas Eve and New Year's Eve. - Comprehensive health coverage. Medical through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution), plus dental and vision through MetLife. - FSA, Basic Life/AD&D, and an Employee Assistance Program (EAP). - 401(k) with a 100% match up to 3% of your salary, through Mutual of America. Eligible after 90 days. - A team that lives its values. Humility, grit, and a genuine drive to raise the bar, every day. We'll treat these as benefit list items. Now we need to exclude EEO policy at end. Now we need to output HTML fragment only. Structure:

        About the role

        ... (including visa sponsorship note and About The Job paragraph)

        Responsibilities

        • ... each bullet

        Requirements

        • ... each required bullet

        Qualifications

        • ... each preferred bullet

        Benefits

        • ... each benefit bullet
        We need to ensure we don't include empty sections. Now we need to copy text exactly, preserving details. Let's craft the About the role paragraph: Combine visa sponsorship note and About The Job text. Visa note: "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." Then space then "About The Job The Digital Customer Success Manager owns Tapcheck's digital customer success book of business, managing a high-volume portfolio through scalable, tech-enabled engagement rather