Digital Customer Success Program Manager

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.

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