Commerce Experience Architect

B Capital; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

Stord, The Consumer Experience Company, is seeking a Commerce Experience Lead to drive onboarding, activation, and ongoing success for customers leveraging our Commerce software. You will collaborate with CX, Solutions, Product, and Implementations teams to ensure fast time-to-value and measurable ROI.

Responsibilities include building scalable onboarding programs, training materials, and playbooks, plus identifying growth opportunities and renewing expansions.

Qualifications

• 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

Responsibilities

• 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
• Develop customer success playbooks specific to Commerce products, including scalable 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
• 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

Skills

Customer success

SaaS management

Data-driven

Communication

Training program design

Tools

CRM software

Shopify

Analytics tools

Job description

Stord, The Consumer Experience Company, is seeking a Commerce Experience Lead to drive onboarding, activation, and ongoing success for customers leveraging our Commerce software. You will collaborate with CX, Solutions, Product, and Implementations teams to ensure fast time-to-value and measurable ROI.

Responsibilities include building scalable onboarding programs, training materials, and playbooks, plus identifying growth opportunities and renewing expansions.