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).

• 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.