Note: The job is a remote job and is open to candidates in USA. STACK is a provider of cloud-based construction estimating and takeoff software solutions. The Digital Customer Success Program Manager will build and manage scaled customer success programs across in-app engagement, training, email campaigns, and other channels, partnering cross-functionally to improve adoption, retention, and expansion. The role owns customer journeys, program content, delivery tools, measurement, and continuous optimization.
Responsibilities
- Partner with Marketing, Sales, and Customer Success to design, develop, and deliver STACK's digital Customer Success motion
- Map the customer journey from onboarding through renewal and expansion and define the moments where a digital program should do the work
- Decide which channel fits which moment and recommend new channels when the journey needs one
- Define where digital coverage stands on its own, where it supports CSM, and where a human must take over
- Build the program calendar so customers get coordinated experience rather than competing messages from three teams
- Own in-app engagement in Pendo: guides, sequences, walkthroughs, announcements, and in-product nudges
- Use product usage data and behavioral signals to target the right customers with the right prompt at the right point in their workflow
- Build in-app onboarding and feature adoption paths that move customers to their next meaningful action
- Test, measure, and iterate on guide performance, and retire what isn't working
- Partner with Product on in-app messaging standards so the experience stays clean and useful, not noisy
- Build multiple learning paths for different customer roles, products, and stages of maturity
- Partner with Marketing to develop and produce the training content, and with our onboarding and consulting team to deliver it
- Stand up the tracking behind training consumption: who enrolled, who finished, what they did in the product afterward
- Turn repeatable one-to-one onboarding and consulting work into scaled, self-serve programs
- Keep the curriculum current as STACK's platform and AI capabilities evolve
- Build lifecycle email programs that drive onboarding, adoption, education, retention, and expansion
- Partner with Marketing on segmentation, content, design, and deliverability, and keep customer messaging coordinated with campaigns already in flight
- Trigger campaigns from product signals and customer health, not just from a calendar
- Run a real testing rhythm on subject lines, timing, audience, and offers, and act on what the tests tell you
- Define the success metrics for every program before it launches: engagement, adoption, consumption, retention, and expansion impact
- Partner with CS Operations on the data, tooling, and reporting the programs need
- Report on program performance to CS leadership and the wider business, and be direct about what didn't work
- Use the results to decide where to invest next and where to stop spending effort
- Work with Customer Success to make sure digital programs support CSMs instead of duplicating their work
- Work with Marketing on content, campaign execution, brand, and voice
- Work with Sales on the customer segments, renewal moments, and expansion plays the programs should support
- Work with the onboarding and consulting team on training delivery and on what customers struggle with most
- Bring customer feedback and program insights back to Product and CS leadership
Skills
- Direct experience delivering digital Customer Success programs. You've built scaled or tech-touch programs before and can point to what they changed
- 3+ years in Customer Success, customer marketing, lifecycle marketing, customer education, or a similar program role, ideally in SaaS
- Hands-on experience with an in-app engagement platform. Pendo is a plus, but Gainsight PX, Appcues, WalkMe, or similar counts
- Experience building customer learning paths or education programs, and tracking whether customers actually consumed them
- Experience running lifecycle email programs in a marketing automation or CS platform
- Comfortable with data. You can segment an audience, read a funnel, and tell the difference between a program that drove adoption and one that just got clicks
- A strong writer who can turn a product capability into copy a busy customer will act on
- Proven at working across Marketing, Sales, CS, Support, and Product without formal authority over any of them
- Organized enough to run several programs at once and keep them on schedule
- Curious about AI, and interested in using it to make programs more personalized and faster to build
- Comfortable in an environment where the playbook isn't finished and you're expected to help build it
- We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas
- Experience in construction, preconstruction, real estate, or another vertical SaaS market is a plus, but not required
Benefits
- This role is eligible for health insurance (medical, dental & vision), life insurance, 401(k) & paid time off.
- Quarterly bonus
- Remote-first environment
- Async-friendly environment with a focus on ownership and deep work
Company Overview