Stord is the leading commerce enablement provider of fulfillment services and technology that powers seamless checkout and delivery experiences for high-volume mid-market and enterprise brands across all channels. Stord manages over $5 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. With Stord, brands can sell more, save money, and reduce headaches.

With Stord, brands can increase cart conversion, improve unit economics, and drive customer loyalty. Stord’s end-to-end commerce solutions combine best-in-class omnichannel fulfillment and shipping with leading technology to ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins on every order.

Hundreds of leading DTC and B2B companies like AG1, Native, Tula, American Giant, and more trust Stord to make their supply chains a competitive advantage. Stord is headquartered in Atlanta with facilities across the United States, Canada, and Europe. Stord is backed by top-tier investors including Kleiner Perkins, Franklin Templeton, Founders Fund, and Salesforce Ventures.

About the Role

As the Director of Customer Success, you will be responsible for leading key customer accounts, ensuring strong relationship management, proactive issue resolution, and effective escalations. You will oversee the professional development and productivity of Customer Experience Managers and support staff, fostering a high-performance team environment. Your role will drive customer satisfaction, operational excellence, and business retention while also managing commercial agreements and contract negotiations. By developing strategic account plans, monitoring KPIs, and providing insights to leadership, you will help shape the customer success strategy and contribute to business growth.

What You'll Do

• Lead designated customer accounts, focusing on relationship management, issue resolution, and escalations.
• Oversee the professional development and productivity of Customer Experience Managers and support staff, ensuring training, goals, and project requirements are met.
• Drive customer satisfaction, operational performance, and business retention for assigned global accounts.
• Manage commercial terms and contract negotiations while ensuring compliance with existing agreements.
• Develop and execute account plans and customer roadmaps to support business growth, identifying new opportunities with Customer Growth and overseeing pricing proposals.
• Provide leadership with updates on KPIs, best practices, and key developments.
• Meet or exceed targets for growth, retention, accounts receivable (AR), and customer satisfaction.
• Support P&L decisions by monitoring operational costs, pricing, and cost allocations to maintain profitability and prevent revenue leakage.
• Establish a Customer Experience framework, including Executive Business Reviews (QBRs) and best practices for account management.
• Ensure high customer satisfaction through proactive account management and standardized operating procedures (SOPs).
• Lead and mentor the team, setting clear performance objectives and providing coaching for professional growth.
• Foster client engagement by developing and mentoring CX team members.
• Collaborate with operations to ensure customer needs are met, orders are processed efficiently, and responses align with KPIs.
• Provide strategic insights to Senior Leadership, Business Plan Owners, and Marketing on market trends, product needs, and competition.

What You'll Need

• Extensive experience in customer success, account management, or a related leadership role.
• Proven ability to manage and grow enterprise-level customer relationships.
• Strong leadership and mentoring skills to develop high-performing teams.
• Experience managing commercial contracts, negotiations, and business agreements.
• Deep understanding of customer experience frameworks and best practices.
• Strong analytical skills to monitor KPIs, drive business retention, and optimize financial performance.
• Ability to develop and execute strategic account plans that align with business growth objectives.

Bonus

• Experience in Supply Chain, Warehouse Fulfillment, or Ecommerce.
• Background in financial oversight, including P&L management, cost allocations, and revenue optimization.
• Familiarity with CRM platforms and customer success tools.
• Experience leading business transformation initiatives and process optimization.