HoneyBook is the leading AI-powered business management platform for service-based business owners. Designed to enhance—not replace—independent professionals, HoneyBook’s AI-powered tools help businesses attract leads, connect with clients, book projects, and manage payments more efficiently. With AI seamlessly integrated into every workflow, entrepreneurs can focus on their craft while scaling their businesses with confidence. Since its founding in 2013, HoneyBook has powered over 25 million client relationships and processed more than $12 billion in transactions, helping independent businesses grow faster and smarter.

Our culture is built on five core values that inform everything we do. We encourage collaboration, feedback, ownership, and have a growth mindset. We know experience comes in many forms, some visible on your resume, others not. No one candidate will be a 100% perfect match to our description, so if you thrive in a fast-paced, intellectually-charged environment and have similar experience to what we are looking for, we encourage you to apply.

We’re growing and are in search of our first-ever CX Digital Program Lead. As a member of the broader Member (ie customer) Care org, you’ll shape our strategy in support of scalable, data-driven customer engagement experiences—primarily in-product—that drive feature adoption, improve retention, and elevate value realization across the customer journey. You'll blend creative thinking and experimentation with AI tools to build personalized, high-impact programs that meet users where they are. This is an impactful role that brings together customer experience, product marketing, and lifecycle growth to accelerate digital adoption.

This role is hybrid to our San Francisco office, 3 days per week (Tuesday-Thursday).

Here are a few of the things you will do:

• Design and launch in-product engagement pathways that encourage adoption of critical features like our AI Suite and Business Partner Chat.
• Define and measure success through KPIs such as campaign-triggered WAU (Weekly Active Users), feature activation, and project/session milestones.
• Lead experimentation with emerging AI tools (ex. chatbots, LLM powered guidance) to enhance customer education and retention.
• Build and iterate in-product journeys using platforms like Pendo or Appcues, integrating with source-of-truth event data and validating that targeting logic, triggers, and success tracking.
• Partner closely with Product, Marketing, and Support teams to ensure your programs are strategically aligned and well-integrated with the ecosystem of educational content.
• Use product analytics and customer feedback to guide decisions, iterate on engagement strategies, and prioritize highest-impact opportunities.

Here is what we’re looking for in a candidate:

• A data-obsessed operator who continuously tests and improves digital journeys to drive behavior change.
• A creative process designer who knows how to nudge users toward meaningful milestones with the right message, at the right time, in the right place.
• A fast learner who experiments fearlessly and uses insights (not instincts) to drive results.
• A product marketer at heart—understanding how messaging and user flows influence engagement and retention.
• A strong collaborator who builds trust and alignment across CX, Product, and Lifecycle teams.

Here is what is needed:

• 5+ years of experience in digital customer experience or lifecycle engagement, ideally in a SaaS or platform-driven environment.
• 2+ years managing in-product engagement platforms like Pendo, Appcues, or Intercom.
• Proven success driving adoption through segmentation, targeting, and scalable campaign design.
• Strong technical aptitude and hands-on experience with data tools and systems.
• Proficiency in SQL, with the ability to own the data needed to execute on your scope of work.
• Experience testing or deploying AI-driven tools in customer engagement or support contexts—with measurable outcomes.
• Comfort working closely with engineering teams and navigating codebases, Git repositories, and API documentation.
• Strong cross-functional program leadership in fast-paced, collaborative environments.
• High comfort with analytics, experimentation frameworks, and iterative optimization.

The good stuff:

• Mission-driven: You'll be joining more than just another startup. Our members’ success is at the heart of everything we do.
• Impact: We move quickly and encourage every employee to push the envelope. Our best ideas come from out-of-the-box thinking and innovation; be ready to fail fast and often!
• Compensation: We offer a competitive salary and meaningful equity grants.
  • Base pay is $120k-$145k, depending on experience and skills.
• Benefits & perks: From wellness programs to exceptional family leave policies, the health and happiness of our employees are foremost.

Our core values:

• People come first: We prioritize people as we explore opportunities and work through challenges.
• Raise the bar: We push for greatness—for ourselves, each other, and our members.
• Own it: Trust and ownership let us make decisions with confidence.
• We love what we do: We bring passion to our work and love what we create for our members.
• Keep it real: Authenticity, respect, and transparency are at our core.

The opportunity at HoneyBook is huge. Our primary customers today are creative businesses that generate $150B in revenue per year in the US. Founded in 2013, HoneyBook is based in San Francisco and Tel Aviv, has raised $498M, and is funded by Tiger Global Management, Norwest Venture Partners, Aleph, Hillsven Capital, OurCrowd, Durable Capital Partners LP, Vintage Investment Partners, Battery Ventures, Citi Ventures, Zeev Ventures, and 01 Advisors.

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