Software Customer Experience Manager

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. As a Software Customer Experience Manager, you will be the primary point of contact for Stord's software customers, focusing on driving product adoption, customer satisfaction, and demonstrable ROI. This involves training, performance monitoring, and strategic account management, collaborating with Engineering, Product, and Solutions teams to ensure successful implementation and address technical issues. You will also build scalable onboarding programs, develop training materials, and influence product direction to elevate the overall software customer experience.

Must Have

• Support standalone software customers (Unbox, WMS, OMS)
• Drive software product adoption and growth
• Monitor and optimize product performance metrics
• Execute ROI campaigns and value demonstrations
• Conduct product configuration and basic troubleshooting
• Act as the voice of the customer to Product and Engineering
• Develop customer success playbooks
• Address and resolve client issues
• Understand account's business model and sales potential
• Identify opportunities for new revenue
• Manage key account relationships
• Conduct regular business reviews
• Oversee contracts, SOWs, and SLAs
• Proactively assess and validate customer needs
• Promote continuous improvement
• Compile and analyze data for reports
• Implement recommendations and oversee projects

Good to Have

• Experience in Supply Chain, Warehouse Fulfillment, or Ecommerce
• Experience with SaaS customer success tools (e.g., Gainsight, Vitally, ChurnZero)
• Technical background or certifications in WMS, OMS, or e-commerce platforms
• Experience building customer training programs
• Familiarity with product analytics tools

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.

As a Software Customer Experience Manager, you will be the primary point of contact for Stord's software customers, including Stord Unbox users, WMS standalone clients, OMS standalone clients, and more. Your role focuses on driving product adoption, customer satisfaction, and demonstrable ROI through training, performance monitoring, and strategic account management. You will collaborate with Engineering, Product, and Solutions teams to ensure successful product implementation, address technical issues, and identify growth opportunities. Through regular business reviews, usage analytics, and customer health monitoring, you will drive software adoption and long-term customer relationships.

In addition to leading day-to-day customer engagement, you will build scalable onboarding programs, develop standardized training and enablement materials, and create repeatable processes that support consistent customer activation. You will also play a critical role in influencing product direction, improving cross-functional workflows, and supporting renewal and expansion strategies. By combining technical fluency, data-driven insights, and strong customer advocacy, you will elevate the overall maturity of Stord’s software customer experience and ensure customers achieve sustained value from the platform.

What You'll Do

• Support standalone software customers across Stord Unbox, WMS, OMS, and future software product lines
• Work with the Solutions Consulting and CX teams to drive software product adoption and growth through customer trainings, onboarding programs, and ongoing education on product capabilities
• Monitor and optimize product performance metrics, tracking usage patterns, feature adoption rates, and customer health scores to ensure customers realize value
• Execute ROI campaigns and value demonstrations, preparing data-driven presentations for Quarterly Business Reviews (QBRs) that justify continued investment
• Conduct product configuration and basic troubleshooting, handling tier-1 technical issues while coordinating with Engineering and Product teams for complex escalations
• Represent software products in customer forums, acting as the voice of the customer to Product and Engineering teams for feature requests and improvements
• Develop customer success playbooks specific to software products, including onboarding checklists, training materials, and adoption milestones
• Address and resolve client issues while ensuring high customer satisfaction
• Develop a deep understanding of each account's business model, company environment, and sales potential to provide tailored solutions
• Identify opportunities for new revenue and collaborate with Solutions Consulting on customer growth strategies
• Act as the primary point of contact for key accounts, managing relationships at both tactical and execution levels
• Conduct regular business reviews, monitor KPIs, and provide data-driven recommendations for service improvements
• Oversee the execution and management of contracts, statements of work (SOWs), and service-level agreements (SLAs)
• Proactively assess, clarify, and validate customer needs to ensure solutions align with their goals
• Promote continuous improvement by recommending and implementing process enhancements
• Adapt to evolving business practices while leading initiatives aligned with company objectives and team goals
• Compile and analyze data to generate meaningful reports and recommendations for program improvements
• Develop and manage key account documents, including business plans, proposals, pricing models, and operational reports
• Document and track client interactions, meeting notes, and action plans to ensure sustained account performance
• Problem-solve by developing new solutions, methods, and systems that drive success
• Implement recommendations and oversee projects from initiation to completion
• Engage in new business opportunities and assist with solution engineering where appropriate
• Ensure efficient management and execution of all account-related activities and performance objectives

What You'll Need

• Proven experience in software customer success, SaaS account management, or enterprise customer experience roles
• Strong product and technical acumen with ability to learn complex software platforms quickly and conduct basic configuration and troubleshooting
• Experience driving software adoption, including developing training programs, tracking usage metrics, and measuring customer health scores
• Comfort working with technical teams, able to translate customer needs into product requirements and coordinate with Engineering and Product teams
• Data-driven approach to customer success, with experience analyzing product usage data, feature adoption rates, and customer engagement metrics
• Experience conducting product demonstrations, training sessions, and QBRs focused on ROI and value realization
• Strong ability to manage complex client relationships and drive business growth
• Excellent communication, negotiation, and problem-solving skills
• Ability to assess customer needs and develop tailored solutions
• Experience managing contracts, service-level agreements (SLAs), and statements of work (SOWs)
• Strong analytical skills to monitor KPIs and optimize account performance
• Ability to lead cross-functional teams and drive solution development initiatives

Bonus

• Experience in Supply Chain, Warehouse Fulfillment, or Ecommerce
• Experience with SaaS customer success tools (e.g., Gainsight, Vitally, ChurnZero) and customer health scoring methodologies
• Technical background or certifications in WMS, OMS, or e-commerce platforms
• Experience building customer training programs and creating enablement materials for software products
• Familiarity with product analytics tools and experience using data to drive adoption strategies