Customer Experience Strategist at Stackexchange

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 is evolving our Customer Success approach to our most strategic customer base. With our largest strategic customers, it is critical that we deliver a best-in-class customer experience, assuring consistent monitoring of customer usage, assuring full adoption of the solution, and providing regular feedback on the delivery of value in customers achieving their desired outcomes. We need a skilled strategic thinker, acting as a customer’s trusted advisor and subject matter expert. The CXS serves as a SWAT team, capable of engaging customers to address specific adoption hurdles. The Customer Experience Strategist is a value accelerator, focusing on project-based success tactics. The CXS doesn’t own a book; they own the outcomes, deployed to specific accounts based on data-driven triggers or as needs arise from account team feedback. The mission is to bridge the gap between “vendor-purchased software” to “outcome-centered realized value”. Customer Experience Strategists serve as the product and methodology expertise to execute success plans in partnership with the customer. The CXS is perceived by the customer as a neutral trusted advisor, measured by the ability to move the needle on adoption, health, and usage across the strategic customer base. What you’ll do • Trigger-based Intervention - Execute success plans initiated by health score indicators and alerts to identify root causes and drive enablement and adoption activities to remediate. • Specialized Onboarding/Enablement - Lead in deep dive workshops, enablement sessions, and office hours as required to highlight specific features or promote Stack Internal to new user populations. • Customer Experience Project Management - Manage short term engagement with high impact designed to address specific business problems • Best Practice Sharing - Develop and deliver blueprints for optimization of Stack Internal, showing customers how to align with their business-specific workflows and goals. • Product Feedback - Serve as the voice of the customer internally for Stack Internal; gather feedback from customers to deliver actionable insights to inform Product and Engineering on the Product Roadmap. • Cross-functional Collaboration - Partner with Account Executives to deliver proof of value necessary to support renewal and/or expansion conversations. What you’ll bring • Five to seven years of customer success, technical account management or professional services experience • Deep subject matter expertise of Stack Internal; you are seen as the person others go to for the platform’s form and function. • Analytical skills - you possess the ability to evaluate usage, telemetry, and health data (qualitative and quantitative) to diagnose customer adoption issues before they know them. • Cross-functional collaboration - the CXS collaborates for feature feedback (product and engineering), defining desired outcomes (sales and marketing), common issues (support), and services needs our customers desire (business value and services) #LI-Remote #LI-KS1 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 Stack Overflow is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together here at Stack. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying. For individuals based in California, and other locations where required, we will consider employment qualified applicants with arrest and conviction records.