VP of Customer Experience & Growth

Stord, Inc.; United States; Remote; USD 180,000 - 280,000; Full time

Job summary

Stord, Inc. seeks a Vice President of Customer Experience to lead and scale our CX organization across products, geographies, and acquired businesses. You will partner with CX and executive leadership to define strategy, ownership, and a unified customer experience across the One Stord operating model.

The role focuses on retention, customer health, expansion, and executive engagement, with accountability for portfolio performance and strategic CX initiatives.

Qualifications

• 15+ years of experience in Customer Experience, Customer Success, or leadership in customer-facing roles.
• Experience leading large, multi-layered customer organizations and portfolios.
• Proven ability to own retention, renewals, health metrics (NRR/GRR, NPS/CSAT) and portfolio performance.

Responsibilities

• Define and execute Stord's company-wide CX strategy with executive leadership.
• Lead executive ownership for defined portions of the customer portfolio and teams.
• Build scalable customer coverage models across segments and geographies.
• Align CX, product, operations, and commercial teams to deliver a unified One Stord experience.
• Integrate acquired customer portfolios and CX organizations into Stord.

Skills

Customer Experience

Customer Success

Account Management

Executive Leadership

Data-driven decision making

Tools

Salesforce

Gainsight

Job description

Stord, Inc. seeks a Vice President of Customer Experience to lead and scale our CX organization across products, geographies, and acquired businesses. You will partner with CX and executive leadership to define strategy, ownership, and a unified customer experience across the One Stord operating model.

The role focuses on retention, customer health, expansion, and executive engagement, with accountability for portfolio performance and strategic CX initiatives.