Commerce Experience Lead

Salary: $113,000 - 153,000 per year Requirements:

• Proven experience in Marketing Operations, related software, customer success, SaaS account management, or enterprise customer experience
• Experience in ecommerce, with DTC brands, or with post-purchase or commerce experience software
• Familiarity with commerce platforms such as Shopify and with post-purchase or checkout technologies
• Strong product and technical understanding, with the ability to learn complex software quickly and perform basic configuration and troubleshooting
• Experience driving software adoption through training programs, usage tracking, and customer health measurement
• Experience managing onboarding and activation, with a record of reducing time-to-value for new customers
• Data-driven approach to customer success, including analysis of product usage, feature adoption, and customer engagement metrics
• Experience delivering product demonstrations, training, and ROI-focused Quarterly Business Reviews
• Ability to manage complex customer relationships and support business growth
• Excellent communication and problem-solving skills
• Ability to assess customer needs and develop tailored solutions
• Proactive, high-ownership approach to problem-solving

• Serve as the primary contact for customers using Stords Commerce suite and future Commerce products
• Lead customers through onboarding, activation, and ongoing use, helping them achieve value quickly
• Partner with Solutions Consulting, Customer Experience, and Implementations teams to increase adoption and growth through training and ongoing product education
• Configure products and troubleshoot basic issues with Product and Engineering partners
• Coordinate with Fulfillment and Implementations teams when software products intersect with physical operations
• Create scalable onboarding checklists, activation tracking, training materials, adoption milestones, and customer success playbooks for Commerce products
• Understand each customers business model, commerce operations, and growth potential to provide tailored solutions
• Identify revenue opportunities and partner with Solutions Consulting on customer growth, renewals, and expansions
• Track and optimize usage patterns, feature adoption, customer value metrics, and health scores to help customers meet their goals
• Run ROI campaigns and prepare data-driven value presentations for Quarterly Business Reviews with Product, Customer Experience, and Solutions teams
• Resolve customer issues and support high satisfaction
• Develop new solutions, methods, and systems that advance customer success

• Support
• Marketing
• Salesforce
• Shopify

More:

We are partnering with hackajob to recruit a Commerce Experience Lead for Stord, which describes itself as The Consumer Experience Company. We provide commerce technology and high-volume fulfillment services, including fulfillment, warehousing, transportation, and software platforms for order management, pre- and post-purchase experiences, and warehouse management. Our solutions help brands improve conversion, operating economics, customer loyalty, shipping, and delivery. Hundreds of DTC and B2B companies use our services, and we manage more than $10 billion in commerce annually. We are growing rapidly and scaling teams across the company. Our headquarters are in Atlanta, with facilities across the United States, Canada, and Europe, and our investors include Kleiner Perkins, Franklin Templeton, Founders Fund, Strike Capital, Baillie Gifford, and Salesforce Ventures. In this role, you will help customers achieve lasting value from our Commerce software while contributing to scalable onboarding, better cross-functional workflows, product direction, and customer growth.

last updated 40 week of 2026