Commerce Experience Lead: Onboarding & Growth

Stord; Atlanta (GA); Vor Ort; USD 90.000 - 130.000; Vollzeit

Zusammenfassung

Stord is seeking a customer success leader to scale the Commerce experience. You will own onboarding from kickoff through activation to steady-state usage with a focus on fast, reliable time-to-value.

You will collaborate with Solutions Consulting, CX, and Implementations to drive product adoption, develop trainings, and create scalable onboarding playbooks for continued growth and value realization. A data-driven approach will help reduce time-to-value, expand strategic accounts, and improve

Qualifikationen

• Proven experience in Marketing Operations, Marketing/Marketing Operations related software, customer success, SaaS account management, or enterprise customer experience roles.

Aufgaben

• 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

Kenntnisse

Onboarding management

Customer success

SaaS experience

Data analysis

Training program design

Tools

Shopify

Jobbeschreibung

Stord is seeking a customer success leader to scale the Commerce experience. You will own onboarding from kickoff through activation to steady-state usage with a focus on fast, reliable time-to-value.

You will collaborate with Solutions Consulting, CX, and Implementations to drive product adoption, develop trainings, and create scalable onboarding playbooks for continued growth and value realization. A data-driven approach will help reduce time-to-value, expand strategic accounts, and improve