Sr. Manager, Customer Experience

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Combining comprehensive commerce-enablement technology with high-volume fulfillment services 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 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 RoleAs the Senior Manager of Customer Success, you will lead a team of Customer Experience Managers and support staff to ensure exceptional service delivery, proactive issue resolution, and effective customer relationship management. You will oversee key customer accounts, ensuring operational performance, satisfaction, and retention targets are met. In this role, you will execute account strategies, monitor performance metrics, and partner closely with leadership to contribute to the overall customer success vision. You will also collaborate cross-functionally to address escalations, improve processes, and identify opportunities for growth.

What You’ll DoManage a portfolio of key customer accounts, ensuring strong relationship management, timely issue resolution, and escalation handling. Lead, coach, and develop Customer Experience Managers and support staff, fostering a high-performance culture and ensuring training and goals are met. Drive operational performance and customer satisfaction for assigned accounts, ensuring contractual commitments are met. Support commercial discussions, pricing proposals, and renewals in collaboration with leadership and Customer Growth teams. Develop and maintain account plans and customer roadmaps aligned with business objectives. Track and report on KPIs, identifying trends and recommending improvements to enhance retention and account performance.

Partner with operations to ensure customer needs are met, orders are fulfilled efficiently, and service levels align with KPIs. Support P&L objectives by monitoring costs, margins, and operational efficiency to prevent revenue leakage. Execute customer success best practices, including Quarterly Business Reviews (QBRs) and standardized operating procedures. Mentor team members by setting clear performance expectations, providing regular feedback, and promoting professional growth. Collaborate with marketing, operations, and product teams to share customer insights, industry trends, and competitive intelligence. What You’ll NeedSignificant experience in customer success, account management, or related roles, preferably managing enterprise-level accounts.

Strong leadership and people management skills, with experience developing high-performing teams. Solid understanding of customer experience principles and account management best practices. Experience with contract renewals, pricing proposals, and commercial discussions. Strong analytical and problem-solving skills with the ability to interpret KPIs and drive performance improvements. Excellent communication and relationship-building skills across all levels of an organization. BonusBackground in Supply Chain, Warehouse Fulfillment, or Ecommerce. Familiarity with CRM platforms and customer success tools. Experience with P&L monitoring and revenue optimization. Exposure to process improvement initiatives or business transformation projects.