Digital Experience Specialist

Role Overview: Digital Experience Specialist at Stack Overflow

Stack Overflow, a leading community-based platform focused on developer productivity and knowledge sharing, is evolving its renewals function to embrace a digital-first strategy for its high-volume, down-market customer base. We are seeking a data-driven and innovative Digital Experience Specialist to design and scale automated renewal journeys, ensuring the stability and growth of our customer relationships.

This role prioritizes driving meaningful customer engagement at scale through digital touchpoints and personalized content. The Digital Experience Specialist will operationalize the renewal lifecycle, preserving the existing customer base while building digital journeys that foster customer growth. You will also collaborate closely with our Renewals Manager to support successful customer retention via evolving digital methods.

What You’ll Do

• Design automated journey mapping: Partner with our Salesforce team to design, build, and optimize end-to-end digital renewals journeys, developing sequences through Sales Engagement.
• Create tech-touch programs: Deliver timely messaging to customers, ensuring they recognize value up to and during the renewal process.
• Optimize self-service: Collaborate with product and operations teams to streamline the renewals process for enhanced customer autonomy.
• Monitor customer health: Track health scores and engagement to trigger automated adoption and retention plays for at-risk accounts.
• Implement growth triggers: Establish automated upsell and cross-sell triggers to identify and capitalize on growth opportunities.
• Continuously test solutions: Experiment with digital outreach solutions to ensure content and timing effectively address customer needs, improving renewal rates and satisfaction.

What You’ll Bring

• Three to five years of digital customer success or marketing experience, with a strong focus on SaaS.
• Proficiency with Customer Success (CS), Sales, and Marketing automation tools.
• A strong ability to interpret datasets to identify trends in customer behavior, churn risk, and upsell/cross-sell potential.
• Excellence in writing concise, powerful, and personalized digital outreach communications that drive action.
• A passion for efficiency, enjoying the process of automating manual tasks into scalable workflows.

What you’ll get in return:

• Competitive Base Salary and 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 applicable per country of residence for all full-time employees.
• Company-paid Life Insurance and a 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.

Stack Overflow is a remote-first company with Hiring HUBs in the US, Canada, UK, and Germany, committed to diversity, inclusion, equity, and belonging.

Key skills/competency

• Digital Customer Success
• Marketing Automation
• SaaS Experience
• Salesforce Sales Engagement
• Journey Mapping
• Data Interpretation
• Churn Prevention
• Upsell/Cross-sell Strategies
• Content Personalization
• Workflow Automation