Commerce Experience Lead

Job description

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission. By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale. With Stord, brands can increase cart conversion, improve unit economics, and drive sustained customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order. Hundreds of leading DTC and B2B companies like AG1, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures. As a Commerce Experience Lead, you will be the primary point of contact for customers of Stord’s Commerce software suite. Your role focuses on ensuring a successful and smooth onboarding experience, activation of the products, and on-going success and valuable outcomes from use of the products. You will be tasked with ensuring product adoption, customer satisfaction, and demonstrable ROI through training, performance monitoring, and strategic account management. You will collaborate with Engineering, Product, Solutions, and where relevant Fulfillment and Implementations teams to ensure successful product implementation, address technical issues, and identify growth opportunities. Through regular business reviews, usage analytics, and customer health monitoring, you will drive software adoption and long-term customer relationships. In addition to leading day-to-day customer engagement, you will build scalable onboarding programs, develop standardized training and enablement materials, and create repeatable processes that support consistent customer activation. You will also play a critical role in influencing product direction, improving cross-functional workflows, and supporting renewal and expansion strategies. By combining technical fluency, data-driven insights, and strong customer advocacy, you will elevate the overall maturity of Stord’s software customer experience and ensure customers achieve sustained value from the platform. What You’ll Do Serve as the primary point of contact for customers across Stord's Commerce suite and future Commerce product lines Own the end-to-end onboarding experience, guiding customers from kickoff through activation to steady-state usage with a focus on fast, reliable time-to-value Work with Solutions Consulting, CX, and Implementations teams to drive product adoption and growth through customer trainings, onboarding programs, and ongoing education on product capabilities Conduct product configuration and basic troubleshooting in partnership with Product Managers and Engineering Managers Coordinate with Fulfillment and Implementations teams where Commerce products intersect with physical operations, ensuring a unified customer experience across software and fulfillment Develop customer success playbooks specific to Commerce products, including scalable, repeatable onboarding checklists, activation tracking, training materials, and adoption milestones Develop a deep understanding of each account's business model, commerce operations, and growth potential to provide tailored solutions Identify opportunities for new revenue and collaborate with Solutions Consulting on customer growth, renewal, and expansion strategies Monitor and optimize product performance metrics, tracking usage patterns, feature adoption rates, customer value metrics, and customer health scores to ensure customers realize value in alignment with their goals Execute ROI campaigns and value demonstrations, preparing data-driven presentations to support Quarterly Business Reviews (QBRs) in partnership with Product, CX, and Solutions teams Address and resolve client issues while ensuring high customer satisfaction Problem-solve by developing new solutions, methods, and systems that drive customer success What You’ll Need Proven experience in Marketing Operations, Marketing/Marketing Operations related software, customer success, SaaS account management, or enterprise customer experience roles Experience in Ecommerce, DTC brands, or post-purchase / commerce experience software Familiarity with commerce platforms (e.g., Shopify) and post-purchase / checkout technologies Strong product and technical acumen with the ability to learn complex software platforms quickly and conduct basic configuration and troubleshooting Experience driving software adoption, including developing training programs, tracking usage metrics, and measuring customer health scores Experience owning onboarding and activation, with a track record of reducing time-to-value for new customers Data-driven approach to customer success, with experience analyzing product usage data, feature adoption rates, and customer engagement metrics Experience conducting product demonstrations, training sessions, and QBRs focused on ROI and value realization Strong ability to manage complex client relationships and drive business growth Excellent communication and problem-solving skills Ability to assess customer needs and develop tailored solutions High-ownership, proactive approach to problem solving