Digital Customer Success Program Manager

Job description

About Us: STACK is a leading provider of cloud-based construction estimating and takeoff software solutions, committed to helping businesses transform through innovative solutions. We pride ourselves on fostering a collaborative, dynamic environment where team members have the opportunity to grow and make a real impact. About the Role: STACK is looking for a Digital Customer Success Program Manager to build the digital Customer Success motion that reaches every customer, whether or not a CSM is assigned to them. We have thousands of single-seat customers and a growing base of larger accounts. Human coverage alone won't get all of them to adopt STACK and see value from it. Your job is to design, build, and run the programs that do – in-app sequences, scaled training, email campaigns, and whatever other channels the customer journey calls for. This is a cross-functional role. You'll partner with Marketing, Sales, and Customer Success to define the motion, then work with our onboarding and consulting team to deliver training and with CS Operations to make it measurable. You'll own the programs end to end: the customer journey they support, the content that goes into them, the tooling that delivers them, and the numbers that tell you whether they worked. What You’ll Do: Design the Digital Success Motion 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. Build and Run In-App Programs 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. Scale Training and Education 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. Own Email and Campaign Programs 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. Measure What's Working 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. Partner Across STACK 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. The Channels You'll Work In: - these are the channels we're building on now. Part of your job is telling us what's missing. In-App (Pendo) : Guides, sequences, and product nudges targeted by usage and behavior. Scaled Training : Role-based learning paths built with Marketing, delivered by onboarding and consulting, with consumption tracked. Email Campaigns: Lifecycle and signal-triggered programs across onboarding, adoption, retention, and expansion. Your Recommendation: Webinars, communities, help content, video, or whatever else the journey needs. Make the case and build it. What You Bring: 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. Experience in construction, preconstruction, real estate, or another vertical SaaS market is a plus, but not required. What Success Looks Like: Success in this role means customers get a useful, well-timed experience from STACK whether or not a person is assigned to them. You'll know you're doing the job well when: Single-seat and long-tail customers are adopting STACK and renewing without a CSM touching every account. In-app programs are moving customers to their next action, and you can show which ones do it best. Training reaches customers at scale, and we know who consumed it and what changed in their usage afterward. Email programs run off customer signals and health, not a fixed calendar. CSMs use digital programs as leverage on their own accounts instead of working around them. Marketing, Sales, and CS are working from one coordinated customer journey. Every program has a metric, a result, and a clear decision about what happens next. Why Join STACK? We're at an exciting point in the company's growth and at the forefront of bringing AI and modern technology into preconstruction. This role is a rare chance to build a digital Customer Success motion from the ground up, for a customer base big enough that the work matters on day one. If you like designing programs, running them yourself, and proving what worked, we'd love to hear from you. Opportunity to work in a fast-paced, growth-oriented, remote-first environment. Async-friendly environment with a focus on ownership and deep work. Be part of a dynamic, supportive team where your contributions are valued. At STACK, our values shape how we work, collaborate, and serve our customers: Radical Honesty: Communicate directly, respectfully, and transparently—even when conversations are difficult. Give and receive feedback with care. Customer Obsession: Put the customer at the center of every decision. Solve real problems, follow through, and measure success by customer outcomes. Move With Purpose: Take thoughtful action, remain accountable, and own both successes and mistakes. Anticipate what’s next and adapt as you learn. Grow Together: Share knowledge, collaborate across teams, and invest in one another’s development. Celebrate collective wins and treat setbacks as opportunities to learn. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas. We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance (medical, dental & vision), life insurance, 401(k) & paid time off. The expected compensation range for this position is about $112k-130k + quarterly bonus. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. #LI-Remote