Commerce Experience Lead
Core
Primary point of contact for Stord's Commerce software suite, ensuring successful onboarding, activation, and ongoing customer success to drive product adoption and ROI.
Role type
Senior Customer Success Lead (Commerce Software)
Builds
Stord's end-to-end commerce solutions (OMS, Pre- and Post-Purchase, WMS platforms) for DTC and B2B brands
Domain
E-commerce, DTC brands, post-purchase/checkout technologies
Deliverable
product features
Required skills
SaaS account management, customer success, product configuration, troubleshooting, data analysis, customer health monitoring, QBR execution, training program development
Preferred skills
Ecommerce/DTC brand experience, familiarity with Shopify, technical fluency, strategic account management
Technologies
Shopify, OMS, WMS, Pre- and Post-Purchase platforms
Responsibilities
Own end-to-end onboarding from kickoff to steady-state usage; Develop scalable onboarding programs and training materials; Conduct product configuration and basic troubleshooting; Monitor product performance metrics and customer health scores; Execute ROI campaigns and value demonstrations for QBRs; Identify opportunities for renewal and expansion
Seniority
Senior, hands-on IC with strategic account influence