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 STACK’s cloud-based construction software saves time, increases accuracy, and improves collaboration from bid decision to project closeout. It was founded in 2010, and is headquartered in Cincinnati, Ohio, USA, with a workforce of 51-200 employees. Its website is https//www.stackct.com/.
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