Digital Customer Success Program Manager
New
S
STACKConstruction SaaS
United StatesFull-TimeMiddle
SalaryUSD 112000 - 130000 / year + quarterly bonus
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Job Details
- Experience
- 3+ years
- Required Skills
- Customer SuccessSaaSData analytics
Requirements
- 3+ years in Customer Success, customer marketing, lifecycle marketing, customer education, or a similar program role, ideally in SaaS.
- Direct experience delivering digital Customer Success programs with proven outcomes.
- Hands-on experience with an in-app engagement platform (e.g., Pendo, Gainsight PX, Appcues, WalkMe).
- Experience building customer learning paths or education programs and tracking consumption.
- Experience running lifecycle email programs in a marketing automation or CS platform.
- Strong analytical skills with the ability to segment audiences and read a funnel.
- Strong writing skills to turn product capabilities into effective customer-facing copy.
- Proven track record of cross-functional collaboration across Marketing, Sales, CS, Support, and Product.
- Organizational skills to manage multiple programs simultaneously.
- Ability to work in an environment where playbooks are still being built.
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 moments for digital program intervention.
- Own in-app engagement in Pendo including guides, sequences, walkthroughs, and in-product nudges.
- Build and scale customer training programs, learning paths, and educational content.
- Build lifecycle email programs that drive onboarding, adoption, retention, and expansion.
- Define success metrics for every program including engagement, adoption, and retention impact.
- Report on program performance to CS leadership and the wider business.
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