[Hiring] VP, Account Management @Stord

Role Description

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.

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.