Vice President, Customer Experience

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. About the Role Stord is looking for a Vice President of Customer Experience to join and strengthen our existing Customer Experience leadership team as we scale across products, geographies, customer segments, and acquired businesses. This leader will partner closely with Stord’s existing VP of Customer Experience and other CX executives, operating as a peer leader within the function. Together, the CX leadership team will define how Stord serves, retains, and grows an increasingly complex customer portfolio spanning emerging brands through some of the world’s largest enterprises. This role is an investment in additional executive capacity, specialization, and scale as Stord grows. The VP will have direct ownership and autonomy over defined customer portfolios, teams, and strategic priorities, with accountability for the performance and outcomes of their organization. At the same time, this leader will partner closely with Stord’s existing CX leadership to align on company-wide standards, shared priorities, and a consistent “One Stord” customer experience. The mandate extends beyond traditional account management. This leader will help build the customer operating system required for Stord at scale: customer segmentation, coverage models, customer health, executive engagement, business reviews, escalations, renewals, expansion identification, portfolio economics, and integration of acquired customer portfolios. The VP will lead a multi-layered CX organization and work alongside Stord’s existing CX leadership to develop the people, systems, processes, and technology required to deliver exceptional customer outcomes at increasing scale. Atlanta, GA or Las Vegas, NV required - open to relocation available. What You’ll Do Partner in Leading Stord’s Customer Experience Strategy. Work alongside the existing VP of Customer Experience and CX executive leadership to define and execute Stord’s company-wide CX strategy. Translate that strategy into clear operating models, priorities, and accountability across assigned customer segments and teams. Lead a Significant Customer Portfolio. Assume executive ownership for defined portions of Stord’s customer portfolio, including the teams responsible for those relationships. Establish clear expectations for retention, customer health, executive engagement, renewal execution, expansion identification, and overall customer outcomes. Build a Scalable Customer Coverage Model. Partner across CX leadership to develop clear customer segmentation, service tiers, engagement models, and account ownership standards. Help determine where Stord should deploy strategic high-touch coverage versus tech-enabled and scaled CX based on customer value, complexity, risk, and growth potential. Create “One Stord” Across the Customer Portfolio. Work with CX leadership, M&A Integration, Operations, Implementations, Product, and Commercial teams to ensure customers experience a consistent Stord operating model regardless of product, geography, or how they entered the Stord ecosystem. Integrate Acquired Customer Portfolios. Play a leadership role in transitioning acquired customer portfolios and CX organizations into Stord. Develop repeatable approaches that protect customer relationships and institutional knowledge while progressively aligning teams, systems, processes, and customer engagement models. Drive Retention and Customer Health. Establish rigorous operating mechanisms for understanding the health of assigned customer portfolios. Develop early-warning mechanisms for churn and escalation risk and drive performance against Gross Revenue Retention, Net Revenue Retention, renewal rates, NPS, CSAT, and other customer health indicators. Lead Strategic Customer Relationships. Serve as executive sponsor for major Stord customers and partner with other Stord executives on the company's most important relationships. Step into critical situations where executive engagement is required to rebuild trust, resolve complex issues, or align on the future of a partnership. Help Build the CX Operating System. Partner with existing CX leadership to standardize account planning, customer health scoring, QBRs, executive business reviews, escalation management, renewal planning, churn prevention, customer communications, and executive sponsorship. Reduce dependency on individual heroics by creating repeatable and measurable operating mechanisms. Drive Commercial Health Across the Portfolio. Partner closely with Sales and Finance to understand account-level economics, renewal risk, expansion opportunities, credits, AR exposure, and profitability. Build strong commercial discipline within the teams and portfolios under your leadership. Turn Customer Experience Into a Growth Engine. Ensure CX teams deeply understand customers' businesses and can identify opportunities where additional Stord capabilities create meaningful value. Establish strong partnership with Sales around expansion identification, qualification, and execution. Strengthen the Voice of the Customer. Help create structured mechanisms for customer insights to reach Product, Operations, Sales, Solutions, Implementations, and executive leadership. Translate patterns across the customer portfolio into actionable recommendations for how Stord operates and what we build. Lead Through Complexity and Change. Provide executive leadership through rapid growth, new product launches, acquisitions, international expansion, operational challenges, and organizational transformation. Maintain clarity and stability for customers and CX teams during periods of significant change. Develop CX Leaders and Talent. Lead and develop senior CX leaders and their organizations while partnering with the existing VP of Customer Experience to establish consistent leadership expectations, performance standards, career paths, succession planning, and talent development across the broader CX organization. Operate as One CX Leadership Team. Maintain tight alignment with Stord’s existing VP of Customer Experience and other CX leaders. Establish clear ownership while ensuring customers, employees, and cross-functional partners experience a unified leadership team rather than separate CX organizations. What Success Looks Like Success means Stord has built greater executive capacity without creating fragmented ownership . The existing VP of Customer Experience and this leader operate as a highly aligned leadership team with clear portfolios, decision rights, and shared operating standards. Stord can add its next thousand customers without adding equivalent organizational complexity. Customer coverage is intentional and differentiated by customer need. Executives have clear visibility into portfolio health and risk. CX leaders operate from common metrics and operating rhythms. Acquired customers transition into Stord without disruption. Strategic customers receive appropriate executive engagement. Smaller customers receive an increasingly scalable and technology-enabled experience. Most importantly, customers experience one Stord , regardless of which CX organization, product, geography, or leader supports them. Basic Requirements 15+ years of experience in Customer Experience, Customer Success, Account Management, or another customer-facing leadership function, including significant experience leading leaders and large, multi-layered organizations. Experience managing a large-scale customer portfolio , ideally encompassing hundreds or thousands of customers across multiple segments. Demonstrated experience leading international or geographically distributed customer organizations . Proven ability to build segmentation and coverage models spanning strategic enterprise accounts through scaled customer populations. Experience owning retention, renewals, customer health, NRR/GRR, NPS/CSAT, and portfolio-level performance metrics. Significant commercial experience, including complex renewals, executive negotiations, account economics, expansion, and high-stakes customer escalations. Experience designing systems and processes that allow a customer organization to scale without relying on individual heroics. Exceptional executive presence and the ability to build credibility with C-suite customers and senior internal leaders. Strong analytical orientation and experience using data to identify risk, prioritize resources, and drive decisions. Demonstrated ability to operate effectively in a shared executive leadership model , with the ability to own significant scope while partnering closely with peer leaders. Demonstrated ability to partner deeply with Operations, Product, Sales, Finance, Solutions, Implementations, and other customer-facing organizations. Willingness to travel regularly to customers and Stord facilities. Bonus Points Supply Chain Expertise: Experience in 3PL, fulfillment, transportation, logistics technology, ecommerce, or another operationally complex B2B environment. M&A Integration: Experience integrating customer portfolios and customer-facing organizations following acquisitions, including migrating customers onto common processes, systems, products, or commercial structures. Scaled CX Experience: Experience building customer organizations that simultaneously serve highly strategic enterprise accounts and thousands of smaller customers. Transformation Leadership: Experience helping evolve an established CX organization—working with existing leaders to redesign structure, talent, processes, systems, and operating cadence while continuing to serve customers. Technology & Automation: Deep understanding of Salesforce, Gainsight or similar CX platforms, customer health scoring, data visualization, automation, and AI-enabled customer engagement.