Manager, eCommerce Adoption & Customer Success

White Cap•REMOTE GA 4 - Remotely Working in Georgia, GA

5d•Onsite

About The Position

Responsible for accelerating eCommerce growth by driving customer adoption, onboarding, engagement, and long-term success. Act as the voice of the customer and the field to ensure the digital experience delivers measurable value, increases conversion, and drives revenue. Partner cross-functionally with Sales, Product, UX, Marketing, Customer Experience, and Operations to ensure customers and field teams are effectively onboarded, trained, and enabled to adopt digital tools. Build scalable programs that improve customer activation, retention, and digital utilization.

Requirements

Solutions require analysis and investigation.
Achieves planned results by decisions and actions based on professional methods, business principles, and practical experience.
Manages a group or team of professional individual contributors and/or indirectly supervises support staff.

Nice To Haves

5+ years of experience in eCommerce, digital transformation, customer success, or related fields, with a proven track record of driving adoption, growth, and measurable business outcomes.
Demonstrated ability to collaborate and influence cross-functionally across Sales, Product, Marketing, UX, IT, and Operations, including leading change initiatives and driving adoption in sales-driven or field-based environments without direct authority.
Strong understanding of customer journeys and behaviors, with the ability to translate insights into solutions that improve customer experience, adoption, and retention.
Experience designing and scaling onboarding programs and enablement strategies, including creating training, tools, and resources for both customer and internal audiences.
Strong analytical and problem-solving skills, including defining KPIs, interpreting performance data, identifying root causes, managing ambiguity, and driving continuous improvement.
Excellent communication and presentation skills, with the ability to simplify complex concepts and effectively engage senior leadership and cross-functional stakeholders.
Familiarity with eCommerce and digital platforms, including tools such as Optimizely, Salesforce, analytics platforms, and experience within B2B, distribution, or similar complex environments.

Responsibilities

Leads strategies to increase eCommerce adoption, account activation, and repeat usage by optimizing the end-to-end customer journey and defining success metrics (e.g., activation rate, adoption, digital revenue).
Develops and executes scalable training programs and resources for customers and internal teams, while serving as the digital subject matter expert to support adoption across the field organization.
Gathers, prioritizes, and translates customer and field feedback into actionable insights, partnering with Product and UX teams to improve usability, close gaps, and influence the product roadmap.
Tracks, analyzes, and reports on key performance metrics while managing support escalations, identifying trends, and partnering cross-functionally to resolve issues and continuously improve adoption outcomes.
Designs and implements standardized onboarding, adoption, and engagement processes, including playbooks and rollout strategies for digital tools, features, and customer experiences.
Collaborates with Sales leadership to embed eCommerce into the selling process, support regional initiatives, and equip teams with the tools and messaging needed to effectively position digital solutions.