Digital Experience Specialist
Stack Overflow
Job Overview
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Job Description
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
What you’ll get in return:
- 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
Key skills/competency
- Digital customer success
- Marketing automation
- Sales engagement platforms
- Customer journey mapping
- Data interpretation
- Churn risk analysis
- Upsell & cross-sell strategies
- Content optimization
- Workflow automation
- SaaS experience
How to Get Hired at Stack Overflow
- Research Stack Overflow's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor, focusing on their remote-first and inclusive environment.
- Tailor your resume: Highlight extensive digital customer success, marketing automation, and data interpretation experience specifically for a Digital Experience Specialist role.
- Showcase relevant projects: Provide concrete examples of designing and scaling automated customer journeys, improving renewal rates, or implementing successful digital outreach programs.
- Prepare for behavioral questions: Practice answering questions that demonstrate your passion for efficiency, collaboration, empathy, and innovative problem-solving in a digital context.
- Understand the product: Familiarize yourself deeply with Stack Overflow's community, products, and how they serve developers to discuss relevant use cases.
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