[Remote] Manager, eCommerce Adoption & Customer Success

Note: The job is a remote job and is open to candidates in USA. White Cap Canada is committed to Building Trust on Every Job, and they are seeking a Manager for eCommerce Adoption & Customer Success. This role is responsible for driving customer adoption and engagement in eCommerce, partnering with various teams to enhance the digital experience and ensure customer success.

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

Skills

• 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

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