About the role...As Director of Client Strategy, SMB at ShopMy, you will build and lead a brand-new pod from the ground up - designing and running a one-to-many service model that delivers retention and platform adoption at scale. Your team will support 150-200+ brands each through scaled programs: webinars, lifecycle and CRM campaigns, customer education, and self-serve resources.
This is a builder's role. Success looks less like classic account management and more like systems design - driving best-in-class retention, product adoption, and client experience through scaled and digital resources.
Your role is critical in driving retention, growth, and platform adoption - while actively developing your team, shaping cross-departmental initiatives, and helping define the future of ShopMy through thoughtful leadership and product feedback.
What You'll Do:- Build the pod from zero to one - define the service model, ways of working, KPIs, and team structure for a segment we've never served this way before
- Design the one-to-many motion - webinar programs, CRM and lifecycle campaigns, in-product education, and scaled onboarding that drive adoption and retention without one-to-one touchpoints, partnering with Product, Marketing, and Support to deliver exceptional client outcomes
- Stand up customer education - learning paths, LMS, self-serve content, and the operating cadence behind them
- Drive retention and upgrade performance, including a measurable path from entry-level packages into product adoption, spend, and package upgrades
- Actively coach and develop your team - providing frequent feedback, engineering growth opportunities, owning onboarding, and cultivating top-tier talent
- Be a visible voice for the segment, hosting or producing webinars and scaled client-facing programming
- Partner with Product to translate SMB needs into roadmap priorities - this segment requires self-serve solutions, not headcount
- Embed AI-driven workflows that expand what a small team can deliver, and help shape how AI is deployed across Client Strategy
- Align SMB strategy with company priorities, partnering with peers and leadership to drive buy-in cross-functionally
You Are Energized By:- Building something from scratch - writing the playbook rather than inheriting one
- Designing systems and processes that work at scale, and getting energy from the leverage they create
- Solving for retention across a large, diverse book without one-to-one relationships
- Turning ambiguity into structure, and structure into repeatable programs
- Partnering with Product and Marketing as closely as with clients
- Leading and developing a team in a fast-paced, remote startup environment
- The creator economy and the brands building in it
What We Are Looking For:- 8-10+ years of experience in customer success, account management, or customer operations, with meaningful time spent in the SMB segment
- Direct experience standing up a one-to-many, scaled, or digital service model - you've done this transition before, not just observed it
- Proven ownership of scaled retention programs: webinars, CRM/lifecycle campaigns, customer education, or LMS build-outs
- Background as an account manager or CSM earlier in your career - you know what the one-to-one motion delivers before you replace it
- Strong leadership skills and proven experience managing and mentoring a team
- Systems thinking and operational rigor - you're comfortable owning tooling, process design, and measurement
- Ability to partner with Product to shape self-serve and automated solutions
- Bachelor's degree required
Bonus Points:- Deep passion and understanding of the creator economy
- Prior experience in SaaS Customer Success at a company that scaled its service model as it grew
- Experience in a remote startup environment
- NYC-based is a plus, but not required
In compliance with New York Pay Transparency Law, the salary range for this position is as shown. We note that salary information as a general guideline only, actual compensation may vary from posting based on the offer for this role, including the scope and responsibilities of the position, relevant work experience, key skills, education, training and business considerations.
New York Pay Range
$150,000-$175,000 USD
The provided salary range is base salary, exclusive of bonus potential or commission and is a good faith estimate of cash compensation. ShopMy is flexible pending candidate's experience and how our business needs evolve throughout the search. Every employee of ShopMy receives equity on top of cash compensation!
ShopMy offers a bundle of benefits on top of being a great place to work.
Our teammates are provided benefits such as:
- Medical & Dental Coverage at 70%
- Equity in ShopMy
- Flexible PTO
- 14 weeks of parental leave
- Wellness & Social Stipend
- Technology Stipend
- Learning & Development Stipend
- 401k program (3% automated contribution from ShopMy!)
- Wellhub Membership
- Company retreats
- Opportunity to monetize your influence- all employees build out a ShopMy page!
- Birthday PTO
- Brand new NYC HQ office
