{"schemaVersion":"jobsearcher.job.v1","id":"0e927edc3cde17ddf503af37","url":"https://jobsearcher.com/jobs/0e927edc3cde17ddf503af37","canonicalUrl":"https://jobsearcher.com/jobs/0e927edc3cde17ddf503af37","title":"Digital Customer Success Program Manager","description":"About Us:\n\nSTACK 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.\n\nAbout the Role:\n\nSTACK 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.\n\nYour 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.\n\nThis 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.\n\nWhat You’ll Do:\n\nDesign the Digital Success Motion\n\nPartner with Marketing, Sales, and Customer Success to design, develop, and deliver STACK's digital Customer Success motion.\nMap the customer journey from onboarding through renewal and expansion and define the moments where a digital program should do the work.\nDecide which channel fits which moment and recommend new channels when the journey needs one.\nDefine where digital coverage stands on its own, where it supports CSM, and where a human must take over.\nBuild the program calendar so customers get coordinated experience rather than competing messages from three teams.\n\nBuild and Run In-App Programs\n\nOwn in-app engagement in Pendo: guides, sequences, walkthroughs, announcements, and in-product nudges.\nUse product usage data and behavioral signals to target the right customers with the right prompt at the right point in their workflow.\nBuild in-app onboarding and feature adoption paths that move customers to their next meaningful action.\nTest, measure, and iterate on guide performance, and retire what isn't working.\nPartner with Product on in-app messaging standards so the experience stays clean and useful, not noisy.\n\nScale Training and Education\n\nBuild multiple learning paths for different customer roles, products, and stages of maturity.\nPartner with Marketing to develop and produce the training content, and with our onboarding and consulting team to deliver it.\nStand up the tracking behind training consumption: who enrolled, who finished, what they did in the product afterward.\nTurn repeatable one-to-one onboarding and consulting work into scaled, self-serve programs.\nKeep the curriculum current as STACK's platform and AI capabilities evolve.\n\nOwn Email and Campaign Programs\n\nBuild lifecycle email programs that drive onboarding, adoption, education, retention, and expansion.\nPartner with Marketing on segmentation, content, design, and deliverability, and keep customer messaging coordinated with campaigns already in flight.\nTrigger campaigns from product signals and customer health, not just from a calendar.\nRun a real testing rhythm on subject lines, timing, audience, and offers, and act on what the tests tell you.\n\nMeasure What's Working\n\nDefine the success metrics for every program before it launches: engagement, adoption, consumption, retention, and expansion impact.\nPartner with CS Operations on the data, tooling, and reporting the programs need.\nReport on program performance to CS leadership and the wider business, and be direct about what didn't work.\nUse the results to decide where to invest next and where to stop spending effort.\n\nPartner Across STACK\n\nWork with Customer Success to make sure digital programs support CSMs instead of duplicating their work.\nWork with Marketing on content, campaign execution, brand, and voice.\nWork with Sales on the customer segments, renewal moments, and expansion plays the programs should support.\nWork with the onboarding and consulting team on training delivery and on what customers struggle with most.\nBring customer feedback and program insights back to Product and CS leadership.\n\nThe Channels You'll Work In:\n\n- these are the channels we're building on now. Part of your job is telling us what's missing.\n\nIn-App (Pendo): Guides, sequences, and product nudges targeted by usage and behavior.\nScaled Training: Role-based learning paths built with Marketing, delivered by onboarding and consulting, with consumption tracked.\nEmail Campaigns: Lifecycle and signal-triggered programs across onboarding, adoption, retention, and expansion.\nYour Recommendation: Webinars, communities, help content, video, or whatever else the journey needs. Make the case and build it.\n\nWhat You Bring:\n\nDirect experience delivering digital Customer Success programs. You've built scaled or tech-touch programs before and can point to what they changed.\n3+ years in Customer Success, customer marketing, lifecycle marketing, customer education, or a similar program role, ideally in SaaS.\nHands-on experience with an in-app engagement platform. Pendo is a plus, but Gainsight PX, Appcues, WalkMe, or similar counts.\nExperience building customer learning paths or education programs, and tracking whether customers actually consumed them.\nExperience running lifecycle email programs in a marketing automation or CS platform.\nComfortable 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.\nA strong writer who can turn a product capability into copy a busy customer will act on.\nProven at working across Marketing, Sales, CS, Support, and Product without formal authority over any of them.\nOrganized enough to run several programs at once and keep them on schedule.\nCurious about AI, and interested in using it to make programs more personalized and faster to build.\nComfortable in an environment where the playbook isn't finished and you're expected to help build it.\nExperience in construction, preconstruction, real estate, or another vertical SaaS market is a plus, but not required.\n\nWhat Success Looks Like:\n\nSuccess in this role means customers get a useful, well-timed experience from STACK whether or not a person is assigned to them. You'll know you're doing the job well when:\n\nSingle-seat and long-tail customers are adopting STACK and renewing without a CSM touching every account.\nIn-app programs are moving customers to their next action, and you can show which ones do it best.\nTraining reaches customers at scale, and we know who consumed it and what changed in their usage afterward.\nEmail programs run off customer signals and health, not a fixed calendar.\nCSMs use digital programs as leverage on their own accounts instead of working around them.\nMarketing, Sales, and CS are working from one coordinated customer journey.\nEvery program has a metric, a result, and a clear decision about what happens next.\n\nWhy Join STACK?\n\nWe're at an exciting point in the company's growth and at the forefront of bringing AI and modern technology into preconstruction. This role is a rare chance to build a digital Customer Success motion from the ground up, for a customer base big enough that the work matters on day one.\nIf you like designing programs, running them yourself, and proving what worked, we'd love to hear from you.\nOpportunity to work in a fast-paced, growth-oriented, remote-first environment.\nAsync-friendly environment with a focus on ownership and deep work.\nBe part of a dynamic, supportive team where your contributions are valued.\n\nAt STACK, our values shape how we work, collaborate, and serve our customers:\n\nRadical Honesty: Communicate directly, respectfully, and transparently—even when conversations are difficult. Give and receive feedback with care.\nCustomer Obsession: Put the customer at the center of every decision. Solve real problems, follow through, and measure success by customer outcomes.\nMove With Purpose: Take thoughtful action, remain accountable, and own both successes and mistakes. Anticipate what’s next and adapt as you learn.\nGrow Together: Share knowledge, collaborate across teams, and invest in one another’s development. Celebrate collective wins and treat setbacks as opportunities to learn.\n\nWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.\n\nWe are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.\n\nWe take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance (medical, dental & vision), life insurance, 401(k) & paid time off. The expected compensation range for this position is about $112k-130k + quarterly bonus. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. #LI-Remote","company":"Stack Construction Technologies","rawCompany":"stack construction technologies","city":"Dayton","state":"OH","isRemote":false,"isActive":false,"createdAt":"2026-09-10T09:05:17.326Z","occupations":[{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"13-1151.00","title":"Training and Development Specialists","slug":"training-and-development-specialists"},{"code":"15-1299.09","title":"Information Technology Project Managers","slug":"information-technology-project-managers"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Digital Customer Success Program Manager","description":"About Us:\n\nSTACK 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.\n\nAbout the Role:\n\nSTACK 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.\n\nYour 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.\n\nThis 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.\n\nWhat You’ll Do:\n\nDesign the Digital Success Motion\n\nPartner with Marketing, Sales, and Customer Success to design, develop, and deliver STACK's digital Customer Success motion.\nMap the customer journey from onboarding through renewal and expansion and define the moments where a digital program should do the work.\nDecide which channel fits which moment and recommend new channels when the journey needs one.\nDefine where digital coverage stands on its own, where it supports CSM, and where a human must take over.\nBuild the program calendar so customers get coordinated experience rather than competing messages from three teams.\n\nBuild and Run In-App Programs\n\nOwn in-app engagement in Pendo: guides, sequences, walkthroughs, announcements, and in-product nudges.\nUse product usage data and behavioral signals to target the right customers with the right prompt at the right point in their workflow.\nBuild in-app onboarding and feature adoption paths that move customers to their next meaningful action.\nTest, measure, and iterate on guide performance, and retire what isn't working.\nPartner with Product on in-app messaging standards so the experience stays clean and useful, not noisy.\n\nScale Training and Education\n\nBuild multiple learning paths for different customer roles, products, and stages of maturity.\nPartner with Marketing to develop and produce the training content, and with our onboarding and consulting team to deliver it.\nStand up the tracking behind training consumption: who enrolled, who finished, what they did in the product afterward.\nTurn repeatable one-to-one onboarding and consulting work into scaled, self-serve programs.\nKeep the curriculum current as STACK's platform and AI capabilities evolve.\n\nOwn Email and Campaign Programs\n\nBuild lifecycle email programs that drive onboarding, adoption, education, retention, and expansion.\nPartner with Marketing on segmentation, content, design, and deliverability, and keep customer messaging coordinated with campaigns already in flight.\nTrigger campaigns from product signals and customer health, not just from a calendar.\nRun a real testing rhythm on subject lines, timing, audience, and offers, and act on what the tests tell you.\n\nMeasure What's Working\n\nDefine the success metrics for every program before it launches: engagement, adoption, consumption, retention, and expansion impact.\nPartner with CS Operations on the data, tooling, and reporting the programs need.\nReport on program performance to CS leadership and the wider business, and be direct about what didn't work.\nUse the results to decide where to invest next and where to stop spending effort.\n\nPartner Across STACK\n\nWork with Customer Success to make sure digital programs support CSMs instead of duplicating their work.\nWork with Marketing on content, campaign execution, brand, and voice.\nWork with Sales on the customer segments, renewal moments, and expansion plays the programs should support.\nWork with the onboarding and consulting team on training delivery and on what customers struggle with most.\nBring customer feedback and program insights back to Product and CS leadership.\n\nThe Channels You'll Work In:\n\n- these are the channels we're building on now. Part of your job is telling us what's missing.\n\nIn-App (Pendo): Guides, sequences, and product nudges targeted by usage and behavior.\nScaled Training: Role-based learning paths built with Marketing, delivered by onboarding and consulting, with consumption tracked.\nEmail Campaigns: Lifecycle and signal-triggered programs across onboarding, adoption, retention, and expansion.\nYour Recommendation: Webinars, communities, help content, video, or whatever else the journey needs. Make the case and build it.\n\nWhat You Bring:\n\nDirect experience delivering digital Customer Success programs. You've built scaled or tech-touch programs before and can point to what they changed.\n3+ years in Customer Success, customer marketing, lifecycle marketing, customer education, or a similar program role, ideally in SaaS.\nHands-on experience with an in-app engagement platform. Pendo is a plus, but Gainsight PX, Appcues, WalkMe, or similar counts.\nExperience building customer learning paths or education programs, and tracking whether customers actually consumed them.\nExperience running lifecycle email programs in a marketing automation or CS platform.\nComfortable 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.\nA strong writer who can turn a product capability into copy a busy customer will act on.\nProven at working across Marketing, Sales, CS, Support, and Product without formal authority over any of them.\nOrganized enough to run several programs at once and keep them on schedule.\nCurious about AI, and interested in using it to make programs more personalized and faster to build.\nComfortable in an environment where the playbook isn't finished and you're expected to help build it.\nExperience in construction, preconstruction, real estate, or another vertical SaaS market is a plus, but not required.\n\nWhat Success Looks Like:\n\nSuccess in this role means customers get a useful, well-timed experience from STACK whether or not a person is assigned to them. You'll know you're doing the job well when:\n\nSingle-seat and long-tail customers are adopting STACK and renewing without a CSM touching every account.\nIn-app programs are moving customers to their next action, and you can show which ones do it best.\nTraining reaches customers at scale, and we know who consumed it and what changed in their usage afterward.\nEmail programs run off customer signals and health, not a fixed calendar.\nCSMs use digital programs as leverage on their own accounts instead of working around them.\nMarketing, Sales, and CS are working from one coordinated customer journey.\nEvery program has a metric, a result, and a clear decision about what happens next.\n\nWhy Join STACK?\n\nWe're at an exciting point in the company's growth and at the forefront of bringing AI and modern technology into preconstruction. This role is a rare chance to build a digital Customer Success motion from the ground up, for a customer base big enough that the work matters on day one.\nIf you like designing programs, running them yourself, and proving what worked, we'd love to hear from you.\nOpportunity to work in a fast-paced, growth-oriented, remote-first environment.\nAsync-friendly environment with a focus on ownership and deep work.\nBe part of a dynamic, supportive team where your contributions are valued.\n\nAt STACK, our values shape how we work, collaborate, and serve our customers:\n\nRadical Honesty: Communicate directly, respectfully, and transparently—even when conversations are difficult. Give and receive feedback with care.\nCustomer Obsession: Put the customer at the center of every decision. Solve real problems, follow through, and measure success by customer outcomes.\nMove With Purpose: Take thoughtful action, remain accountable, and own both successes and mistakes. Anticipate what’s next and adapt as you learn.\nGrow Together: Share knowledge, collaborate across teams, and invest in one another’s development. Celebrate collective wins and treat setbacks as opportunities to learn.\n\nWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.\n\nWe are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.\n\nWe take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance (medical, dental & vision), life insurance, 401(k) & paid time off. The expected compensation range for this position is about $112k-130k + quarterly bonus. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. #LI-Remote","datePosted":"2026-09-10T09:05:17.326Z","dateModified":"2026-09-10T09:05:17.326Z","hiringOrganization":{"@type":"Organization","name":"Stack Construction Technologies","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Dayton","addressRegion":"OH","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"0e927edc3cde17ddf503af37"},"url":"https://jobsearcher.com/jobs/0e927edc3cde17ddf503af37"}}