Customer Success Manager

Stord • Hebron, KY

19h • Onsite

About The Position

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, strategically scaling teams to achieve its mission. By combining comprehensive commerce-enablement technology with high-volume fulfillment services, Stord provides brands a platform to compete with retail giants, managing over $10 billion of commerce annually through its fulfillment, warehousing, transportation, and operator-built software suite. Stord aims to level the playing field for all brands to deliver the best consumer experience at scale, helping them increase cart conversion, improve unit economics, and drive sustained customer loyalty. The company's end-to-end commerce solutions ensure fast shipping, reliable delivery promises, easy access to more channels, and improved margins. Hundreds of leading DTC and B2B companies trust Stord. Headquartered in Atlanta with facilities across the United States, Canada, and Europe, Stord is backed by top-tier investors. As a Customer Experience Manager I, you will serve as the primary liaison between customers and internal teams (operations, IT, finance), focusing on understanding client service needs, ensuring smooth execution of service solutions, and optimizing customer experience. This role involves collaborating with cross-functional teams to drive operational efficiency, support business transformation efforts, and maintain financial accuracy, with an emphasis on identifying growth opportunities and providing strategic insights to foster long-term customer relationships.

Requirements

• 4 years of experience in customer experience, account management, or a related field.
• Strong ability to manage multiple priorities and complex service solutions in a fast-paced environment.
• Excellent communication and relationship-building skills to work effectively with internal and external stakeholders.
• Analytical mindset with attention to detail and problem-solving capabilities.
• Experience with financial processes, including auditing invoices and managing accounts receivable.
• Ability to lead customer business reviews and provide strategic recommendations.

Nice To Haves

• Experience in Supply Chain, Warehouse Fulfillment, or Ecommerce.
• Familiarity with service-level agreements (SLAs) and operational metrics.
• Background in business transformation initiatives or process optimization.
• Proficiency in CRM or customer service management tools.
• Leadership experience mentoring junior team members.

Responsibilities

• Act as the main point of contact between customers and internal teams to address service needs and ensure business alignment.
• Identify and communicate client service requirements to cross-functional teams, ensuring effective execution and adherence to SLAs.
• Oversee the management and implementation of complex service solutions to ensure seamless customer program execution.
• Partner with account leadership on business transformation efforts to enhance service processes, operational efficiency, and financial performance.
• Lead and coordinate customer business reviews, offering strategic insights and recommendations for service improvement.
• Audit customer invoices, track outstanding accounts receivable (A/R), and facilitate timely issue resolution for financial accuracy.
• Maintain comprehensive documentation, including meeting notes and action items, to drive account performance and issue resolution.
• Collaborate with management to identify and convert growth opportunities into tangible results.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees