Digital Experience Specialist
About The Position
Every developer has a tab open on Stack Overflow. We are one of the most popular websites in the world - a community-based space focused on increasing productivity, decreasing cycle times, accelerating time to market, and protecting institutional knowledge. Innovation is at the heart of everything we do. We embrace collaboration, transparency, and believe in leading with empathy; creating an environment where every Stacker knows they belong. We embrace that the unique contributions and points of view of all Stackers contribute to our success. We are a Best Company to Work For, in addition to being recognized for Best Company Leadership, Best Company Happiness, Best Company Perks and Benefits, Best Company Work-Life Balance, Best Company Compensation, and Best Company Outlook. We are a remote-first company with Hiring HUBs based in the US, Canada, UK, and Germany. Role Overview Stack Overflow has evolved our renewals function to adopt a digital-first approach for the high volume of our down-market customer base. We need a data-driven and innovating Digital Experience Specialist capable of designing and scaling automated renewal journeys that ensure the stability of our broader customer base. Though the focus is on automation, driving meaningful customer engagement at scale through digital touchpoints and personalized content is of paramount importance. The Digital Experience Specialist will focus on operationalizing the renewal lifecycle, preserving the base while building digital journeys that grow our customers. In addition, this role will partner closely with our Renewals Manager in supporting the successful retention of our customers through ever-evolving digital means.
Requirements
- Three to five years of digital customer success or marketing experience with a focus on SaaS
- Proficiency with CS, Sales, and Marketing automation tools
- Strong ability to interpret dataset to identify trends in behavior, churn risk, and upsell/cross-sell potential
- Excel in writing concise and powerful communications used in digital outreach that feel personal and drive action
- Passion for efficiency; you enjoy finding ways to replace multiple manual tasks with scalable automated workflows
Responsibilities
- Design automated journey mapping - Design, build, and optimize end-to-end digital renewals journeys through partnership with our Salesforce team in the development of sequences through Sales Engagement
- Create tech-touch programs that deliver timely messaging to customers, ensuring that they see value up to and during the renewal process
- Optimize self-service by partnering with product and operations to streamline the renewals process
- Monitor health scores and engagement of customers to trigger automated adoption and retention plays for accounts showing signals of risk
- Implement automated upsell and cross-sell triggers to identify growth opportunities
- Continuously test digital outreach solutions to assure that content and timing are addressing customer needs and improving renewal rates and customer satisfaction
Benefits
- Competitive Base Salary
- Generous paid vacation
- Generous parental leave (16 weeks at 100% pay), family care leave, and unlimited sick days
- Equity for all employees at all levels
- Industry-leading health benefits that are applicable per country of residence for all our full-time employees
- Company-paid Life Insurance
- Home Internet stipend
- Professional allocation for your growth and development
- One-time allowance to assist with your home office setup
- Company-paid access to Calm, Bravely, LinkedIn Learning, MyAcademy and Overdrive
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
