Digital Customer Marketing Manager

Job description

***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 segments - **Build 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 for **Customer 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 playbooks - Partner with Product Marketing on launch messaging, positioning, and education material so existing customers hear a consistent story on the evolving functionality of the product - Maintain 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 messaging - Keep messaging consistent and current across every touchpoint in the digital lifecycle as the product and competitive landscape change **Experimentation & Reporting** - Run segmentation and A/B tests to continuously improve how we engage customers digitally at scale - Track and report on key program metrics: time-to-first-transfer, onboarding completion, engagement and adoption rates, NPS/CSAT, renewal readiness, and digital program ROI - Identify friction points in the digital journey through data, feedback, and support trends, and turn them into concrete recommendations for Product and Engineering **Cross-Functional Partnership** - Work closely with the CSM team to identify customer friction points, uncover opportunities, and turn insights into action - Partner with RevOps, Product, Marketing, and Support to turn customer data into a reliable, shared source of truth - Serve as the connective tissue between digital engagement signals and the teams positioned to act on them **What You've Done** - Spent 4–7 years across Product Marketing, Customer/Lifecycle Marketing, Growth Marketing, or Digital Customer Success within a SaaS or subscription business - Owned messaging and positioning for a product or customer segment — writing or directly shaping the copy used in lifecycle campaigns, in-app guidance, and playbooks, not just managing the send calendar - Designed and launched automated, segmented lifecycle campaigns (email, in-app, or in-product) that moved a specific adoption or retention metric - Partnered with Product Marketing or Product teams on launch narratives, positioning, or go-to-market messaging for an existing customer base - Maintained a working point of view on competitive and market positioning, and used it to sharpen customer-facing messaging - Owned segmentation and A/B testing programs, using results to continuously improve digital engagement at scale - Tracked and reported on program-level KPIs like time-to-value, onboarding completion, adoption, NPS/CSAT, or program ROI, and used that data to drive decisions - Built playbooks or repeatable processes that let a team support more accounts without sacrificing service quality **Preferred** - Used marketing automation and/or CS tooling (e.g., HubSpot, Iterable, Braze, Gainsight, ChurnZero, Vitally) to build and manage lifecycle journeys - Analyzed usage and behavioral data to identify churn signals and adoption trends independently - Contributed to sales enablement, renewal, or advocacy content that drew on product marketing materials **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. **Why Join Tapcheck?** - **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. **Compensation** 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. **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.*