Digital Customer Success Program Manager

STACK Construction Technologies•Cincinnati, OH

3d•$112,000 - $130,000•Remote

About The Position

STACK is seeking a Digital Customer Success Program Manager to establish a digital Customer Success strategy that engages all customers, including those without a dedicated Customer Success Manager (CSM). The role involves designing, building, and managing programs such as in-app sequences, scaled training, and email campaigns to ensure customer adoption and value realization. This is a cross-functional position requiring collaboration with Marketing, Sales, Customer Success, and CS Operations to define, deliver, and measure the effectiveness of these digital initiatives. The Program Manager will own these programs from conception to completion, including customer journey mapping, content creation, tooling, and performance analysis.

Requirements

Direct experience delivering digital Customer Success programs, with a proven track record of building scaled or tech-touch programs.
3+ years in Customer Success, customer marketing, lifecycle marketing, customer education, or a similar program role, preferably in SaaS.
Hands-on experience with an in-app engagement platform (Pendo experience is a plus; Gainsight PX, Appcues, WalkMe, or similar are acceptable).
Experience building customer learning paths or education programs and tracking their consumption.
Experience running lifecycle email programs within a marketing automation or CS platform.
Proficiency in data analysis, including audience segmentation, funnel analysis, and distinguishing program-driven adoption from mere clicks.
Strong writing skills, with the ability to translate product capabilities into actionable customer copy.
Proven ability to collaborate effectively across Marketing, Sales, CS, Support, and Product teams without direct authority.
Strong organizational skills to manage multiple programs concurrently and maintain schedules.
Curiosity about AI and interest in leveraging it for personalized and efficient program development.
Comfort working in an evolving environment where building the playbook is part of the role.
Experience in construction, preconstruction, real estate, or another vertical SaaS market is a plus, but not required.

Nice To Haves

Experience in construction, preconstruction, real estate, or another vertical SaaS market.

Responsibilities

Design, develop, and deliver STACK's digital Customer Success motion in collaboration with Marketing, Sales, and Customer Success.
Map the customer journey from onboarding through renewal and expansion, identifying key moments for digital program intervention.
Determine appropriate channels for digital programs and recommend new channels as needed.
Define the interplay between digital coverage, CSM support, and human intervention points.
Develop a program calendar to ensure a coordinated customer experience across teams.
Own and manage in-app engagement using Pendo, including guides, sequences, walkthroughs, announcements, and nudges.
Utilize product usage data and behavioral signals to target customers with relevant in-app prompts.
Build in-app onboarding and feature adoption paths to guide customers toward their next meaningful action.
Test, measure, and iterate on in-app guide performance, retiring ineffective elements.
Partner with Product to establish in-app messaging standards for a clean and useful user experience.
Create multiple learning paths for different customer roles, products, and maturity stages.
Collaborate with Marketing on training content development and with the onboarding/consulting team on delivery.
Establish tracking for training consumption, including enrollment, completion, and subsequent product usage.
Transform one-to-one onboarding and consulting efforts into scalable, self-serve programs.
Maintain curriculum currency as STACK's platform and AI capabilities evolve.
Build lifecycle email programs to drive onboarding, adoption, education, retention, and expansion.
Partner with Marketing on segmentation, content, design, and deliverability of email campaigns, ensuring message coordination.
Trigger email campaigns based on product signals and customer health, not just a fixed schedule.
Implement a testing regimen for email campaigns (subject lines, timing, audience, offers) and act on results.
Define success metrics for all programs, including engagement, adoption, consumption, retention, and expansion impact.
Collaborate with CS Operations on data, tooling, and reporting requirements for programs.
Report on program performance to CS leadership and the wider business, providing transparent analysis of successes and failures.
Utilize program results to inform future investment and effort allocation decisions.
Work with Customer Success to ensure digital programs complement CSM efforts.
Collaborate with Marketing on content, campaign execution, brand, and voice.
Partner with Sales on customer segments, renewal moments, and expansion plays supported by programs.
Liaise with the onboarding and consulting team regarding training delivery and customer challenges.
Relay customer feedback and program insights to Product and CS leadership.
Identify and recommend new channels for customer engagement beyond current offerings (e.g., webinars, communities, help content, video).