Digital Experience Specialist

Stack Overflow • Austin, TX

11h • Remote

About The Position

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. What you’ll do 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 What you’ll bring 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 #LI-Remote #LI-KS1

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed