Commerce Lead

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.

• 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

• 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…