Manager, M&A Customer Experience

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and is on track to double our revenue in the next 18 months. To meet and exceed this target, Stord is strategically scaling teams across the entire company, and seeking energetic experts to help us achieve our mission.

By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants. Stord manages over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite including OMS, Pre- and Post-Purchase, and WMS platforms. Stord is leveling the playing field for all brands to deliver the best consumer experience at scale.

With Stord, brands can increase cart conversion, improve unit economics, and drive sustained 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, True Classic, Native, Seed Health, quip, goodr, Sundays for Dogs, and more trust Stord to deliver industry-leading consumer experiences on every order. 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, Strike Capital, Baillie Gifford, and Salesforce Ventures.

About the Role:

The CX Manager for M&A Integration will play a pivotal role in realizing Stord’s Mergers & Acquisitions’ full value by driving the successful integration of customers into the Stord ecosystem. In this strategic, individual contributor role, you will design the playbooks and commercial strategies required for a seamless and predictable customer transition.

You will own the creation of renewal and platform migration timelines that govern how customers are transitioned from an acquired company’s processes onto Stord’s technology. Your work will directly impact key business outcomes, including customer retention, revenue onboarding, and the adoption of Stord’s software. Additionally, you will drive the successful onboarding of customer success managers (CSMs) and standardize customer-facing processes to ensure a consistent, high-quality experience post-acquisition. You will act as a strategic consultant and key partner to our core CX and Sales teams, enabling them with the tools and frameworks needed to retain and grow our newly acquired customer base.

This role reports directly to the Head of M&A Integration.

What You’ll Do

• Own the Integration Playbook: Design and build the M&A customer integration playbook from the ground up. You will define the commercial strategy, renewal and cutover timelines, and the initial account roadmaps for transitioning all acquired customers.
• Conduct Customer Diligence: Collaborate with the M&A team to assess an acquired company's customer base, identifying potential risks, revenue opportunities, and key requirements for a successful integration.
• Oversee Integration Execution: Track and report on key performance indicators (KPIs) for the customer integration lifecycle, including migration progress, customer retention, and revenue realization against the deal model.
• Enable Core Teams: Act as the subject matter expert and strategic consultant for the core Sales and Customer Experience teams. You will directly support them by delivering clear playbooks, providing strategic guidance, and serving as the subject matter expert for the customer integration journey.
• Standardize Customer Experiences: Lead the successful onboarding of customer success managers (CSMs) from acquired companies and standardize all customer-facing processes to create a consistent post-acquisition experience.

What We’re Looking For:

• 5-7 years in customer success, account management, or a related strategic role focused on commercial strategy or business transformation.
• Proven ability to lead through influence and manage complex, cross-functional projects from design to completion.
• Deep commercial acumen with direct experience creating pricing strategies, navigating contract renewals, and leading commercial discussions.
• Demonstrated experience designing and implementing new processes, playbooks, or strategies from the ground up in ambiguous or high-growth environments.
• Exceptional analytical skills with the ability to translate complex customer and commercial data into clear, actionable win plans.
• Excellent communication and stakeholder management skills, with a proven ability to advise and influence partners across all levels of the organization.

Bonus Points for:

• Background in Supply Chain, Warehouse Fulfillment, or E-commerce operations
• Direct experience in a post-merger integration (PMI), strategic consulting, or business transformation role.
• Familiarity with common CRM and ERP platforms.