Commerce Experience Lead

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
• Cook up coordination 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
• Build 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
• Strong ability to assess customer needs and develop tailored solutions
• High-ownership, proactive approach to problem solving