Manager, eCommerce Adoption & Customer Success

White Cap Supply Holdings, LLC • $90K — $120K *
US-AnywhereRemote in Georgia, US
Retail & Consumer Goods
5 - 7 years of experience
1 week ago
Job Overview by Ladders

Qualifications

  • 5+ years in eCommerce, digital transformation, customer success, or related fields.
  • Proven ability to influence and collaborate across diverse teams.
  • Strong grasp of customer journeys and behavior.
  • Experienced in designing onboarding programs and enablement strategies.
  • Strong analytical skills for data interpretation and KPI definition.
  • Excellent communication skills for engaging stakeholders.
  • Familiar with eCommerce tools and platforms.

Responsibilities

  • Leads eCommerce adoption strategies and sets success metrics.
  • Develops training resources for customers and internal teams.
  • Translates feedback into actionable insights for product improvement.
  • Tracks and reports performance metrics while resolving issues.
  • Implements onboarding and engagement processes for digital tools.
  • Collaborates with Sales to integrate eCommerce into selling strategies.

Benefits

  • Flexible work environment with minimal unpleasant conditions.
  • Comfortable indoor working conditions.
  • Limited overnight travel required (less than 10%).
Full Job Description
Job Summary

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.

Major Tasks, Responsibilities and Key Accountabilities

  • 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.


Nature and Scope

  • 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.


Work Environment

  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
  • Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
  • Typically requires overnight travel less than 10% of the time.


Preferred Qualifications

  • 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.

About White Cap Supply Holdings, LLC

White Cap Supply Holdings, LLC Careers

There has never been a better time to join the dynamic team at White Cap Supply Holdings, LLC—the leading distributor of specialty construction and industrial supplies.

Work You’ll Do

Join White Cap Supply Holdings, LLC's industry-leading team to assist some of the most significant construction projects and industrial services in mastering their operational challenges with innovative solutions. Transform the landscape of supply chain management with the best minds at White Cap, where leadership in innovation and a commitment to operational excellence are at the forefront. Lead from a unique position in the marketplace, at the intersection of industry expertise and digital innovation. Work with a nationwide team of business and technology advisors to help clients streamline their procurement and supply chain strategies. Collaborate with a robust team of professionals dedicated to maintaining the highest standards in the supply industry.

Introducing the White Cap Professional Growth and Development Initiative

The initiative is building a market-leading team to help some of the most well-known companies and projects master their operational efficiency and innovation.

Do Innovative Work

Join a group of dedicated professionals at the intersection of technology, industry expertise, and digital innovation.

Drive Innovative Solutions

Deliver targeted solutions through a depth and breadth of experience and innovation that’s second to none.

Be Part of a Great Team

Engage with a wide-ranging technology stack and harness the capabilities, national scale, and solution development of a powerhouse team.

Future-proof Your Career

Advance as far as your ambition takes you with nearly limitless opportunities to grow your career with unmatched training, development, and certification support.

Explore Job Opportunities

White Cap Supply Holdings, LLC positions itself as a leader in providing job opportunities that foster professional growth and skill enhancement in a diverse and inclusive work environment.

The White Cap Edge

The combined service capabilities, national scale, and joint solution development help clients overcome challenges and lead transformation in their industries. Clients across the nation look to White Cap Supply Holdings, LLC for new strategies and solutions to drive growth and innovation in the construction and industrial sectors. Bringing together dedicated professionals, White Cap empowers enterprises to thrive in an era of significant industrial advancement.

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Learn more about White Cap Supply Holdings, LLC
Industry
Real Estate & Construction
* Ladders Estimates

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