Commerce Experience Lead: Onboarding & Growth

Stord; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

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

Qualifications

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

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
• 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

Skills

Onboarding management

Customer success

SaaS experience

Data analysis

Training program design

Tools

Shopify

Job description

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