VP, Account Management

ABOUT STORD

Stord is The Consumer Experience Company, powering seamless checkout through delivery for today's leading brands. Stord is rapidly growing and 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 True Classic, Native, Seed Health, 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.

The VP of Account Management is focused on building and leading Stord's Account Management function from scratch — owning the full post-sale customer relationship including renewals, expansion, and add-on product sales across a $1B+ book of business. This is a net-new team being created as part of Stord's Long Range Plan, concentrating all revenue responsibility for Stord's existing customer base in one place.
The VP of Account Management will hire and develop a vertically-organized AM team and will partner closely with Customer Experience, Solutions Consulting, and Marketing to drive retention and growth across the installed base. This role reports directly to the CRO.

What You’ll Do:

• Build & Own the Book: Hire and develop Stord's AM function from scratch — headcount, vertical org structure, territory and book assignments, and onboarding — ahead of the January 2027 launch; take formal ownership of accounts post-go-live (with AMs looped in at contract signature for a warm transition); own the full renewal book including forecast accuracy, on-time renewal execution, and gross retention; set and track book-of-business health metrics — gross retention, NRR, and expansion attach rate — reported by vertical 
• Drive Expansion & Define Comp: Own expansion revenue in the installed base across the full range of ways it grows — including traditional fulfillment and parcel expansion (new facilities, channels, domestic and international volume growth) alongside add-on product sales; own the full Commerce Product Suite (Engage, Resolve, Protect, Unbox, Renew) motion, which moves to this team from Solutions Consulting as part of Stord's Long Range Plan; build expansion playbooks covering both the traditional fulfillment/parcel upsell and the Commerce Suite motion; design AM compensation that covers renewals and both types of expansion; partner closely with Customer Experience (CX) on clean handoffs, shared account health visibility, and aligned escalation paths

Basic Qualifications:

• Bachelor's degree or equivalent experience in business, sales, or a related field
• 10+ years in Account Management, Customer Success, or a hybrid renewal/expansion sales role, at least 5 in a leadership capacity — ideally at a B2B company with a complex, sticky solution and a large installed base
• Direct experience building an AM or CSM function from scratch — hiring, territory/book design, comp design; track record owning both renewal and expansion quotas (this is not a pure CSM role — the AM team owns the expansion deal); strong executive presence and C-suite relationship management in complex, multi-stakeholder environments; strong command of CRM/renewal forecasting (Salesforce or equivalent) and book-of-business health metrics (gross retention, NRR, attach rate)

Bonus Points:

• Experience layering a software or product attach motion onto a services/logistics relationship
• Familiarity with supply chain, logistics, or e-commerce verticals; experience with vertical-organized teams
• Background at a company managing a large installed base at significant scale