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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in Customer Experience leadership, focusing on retention, renewals, and customer health metrics. Proven ability to develop scalable customer organization systems and processes while collaborating effectively with cross-functional teams.
Highest-signal resume keywords
Customer Experience LeadershipRetention And Renewals ManagementExecutive NegotiationsData-Driven Decision MakingCross-Functional Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success ManagementAccount ManagementCustomer Health ScoringSegmentation ModelsPerformance Metrics AnalysisPortfolio ManagementOperational TransformationExecutive SponsorshipChurn Prevention StrategiesRenewal Planning
Soft Skills
Exceptional Executive PresenceCredibility BuildingAnalytical OrientationLeadership DevelopmentCommunication Skills
Tools & Technologies
SalesforceGainsightData Visualization ToolsAutomation PlatformsAI-Enabled Customer Engagement
Industry Keywords
3PLFulfillmentTransportationLogistics TechnologyEcommerceB2B EnvironmentsM&A IntegrationScaled CX ExperienceTransformation Leadership
About the role
Key responsibilities & impact- Partner with the existing VP of Customer Experience and CX executives to define and execute company-wide CX strategy
- Own defined portions of Stord’s customer portfolio, teams, and strategic priorities
- Establish expectations for retention, customer health, executive engagement, renewals, expansion, and customer outcomes
- Develop scalable customer segmentation, service tiers, engagement models, and account ownership standards
- Ensure a consistent “One Stord” customer experience across products, geographies, and acquired businesses
- Integrate acquired customer portfolios and CX organizations into Stord
- Drive retention, customer health, GRR, NRR, renewal rates, NPS, CSAT, and escalation-risk management
- Serve as executive sponsor for major customers and resolve complex customer situations
- Standardize account planning, health scoring, QBRs, executive business reviews, escalation management, renewal planning, churn prevention, communications, and executive sponsorship
- Partner with Sales and Finance on account economics, renewal risk, expansion opportunities, credits, AR exposure, and profitability
- Identify customer expansion opportunities and partner with Sales on qualification and execution
- Strengthen mechanisms for customer insights to reach Product, Operations, Sales, Solutions, Implementations, and executive leadership
- Lead through growth, product launches, acquisitions, international expansion, operational challenges, and organizational transformation
- Develop senior CX leaders and establish leadership expectations, performance standards, career paths, succession planning, and talent development
- Maintain alignment with the existing VP of Customer Experience and broader CX leadership team
Requirements
What you’ll need- 15+ years of experience in Customer Experience, Customer Success, Account Management, or another customer-facing leadership function
- Significant experience leading leaders and large, multi-layered organizations
- Experience managing a large-scale customer portfolio across multiple segments
- Experience leading international or geographically distributed customer organizations
- Experience building segmentation and coverage models spanning strategic enterprise accounts through scaled customer populations
- Experience owning retention, renewals, customer health, NRR/GRR, NPS/CSAT, and portfolio-level performance metrics
- Significant commercial experience, including complex renewals, executive negotiations, account economics, expansion, and high-stakes customer escalations
- Experience designing scalable customer organization systems and processes
- Exceptional executive presence and ability to build credibility with C-suite customers and senior internal leaders
- Strong analytical orientation and experience using data to identify risk, prioritize resources, and drive decisions
- Ability to operate effectively in a shared executive leadership model
- Ability to partner with Operations, Product, Sales, Finance, Solutions, Implementations, and other customer-facing organizations
- Willingness to travel regularly to customers and Stord facilities
- Bonus: experience in 3PL, fulfillment, transportation, logistics technology, ecommerce, or operationally complex B2B environments
- Bonus: M&A integration experience
- Bonus: scaled CX experience
- Bonus: transformation leadership experience
- Bonus: deep understanding of Salesforce, Gainsight or similar CX platforms, customer health scoring, data visualization, automation, and AI-enabled customer engagement
Benefits
Comp & perks- Relocation available
- Regular travel to customers and Stord facilities