Director, Client Strategy - SMB

ShopMy

New York (NY)

On-site

USD 150,000 - 175,000

Full time

13 days ago

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Benefits offered by this job

Medical & Dental

Equity in ShopMy

Flexible PTO

Parental leave

Wellness stipend

Tech stipend

L&D stipend

401k plan

Wellhub membership

Company retreats

Monetize influence

Birthday PTO

NYC HQ

Job summary

ShopMy seeks a Director of Client Strategy, SMB to architect a new one-to-many service pod serving 150-200+ brands with webinars, lifecycle campaigns, and self-serve resources. You’ll drive retention, adoption and upsell while coaching a growing team in a fast-paced, remote startup.

You’ll partner with Product, Marketing and Support to deliver scalable education, onboarding, and customer experiences, embedding AI workflows and shaping the SMB roadmap. Strong leadership and SMB expertis

Qualifications

8-10+ years in customer success, account management, or operations in SMB.
Experience building a one-to-many, scaled or digital service model.
Proven ownership of scaled retention programs (webinars, CRM campaigns, LMS).
Background as an account manager earlier in career.
Strong leadership and mentoring ability.
Systems thinking and operational rigor.
Ability to partner with Product to shape self-serve solutions.
Bachelor's degree required.

Responsibilities

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

Skills

Customer success

Account management

Leadership

Systems thinking

Product & Marketing collaboration

Remote startup experience

Strong communication

Education

Bachelor's degree

Job description

Join ShopMy – Powering the Future of Digital Marketing

ShopMy is transforming e-commerce by building the infrastructure for human-led curation at scale. We help brands run performance-driven creator programs while enabling top creators to monetize their influence and partner directly with the brands they love—driving discovery through trusted tastemakers and authentic recommendations.

ShopMy recently became a unicorn, raising at a $1.5B valuation with backing from Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures.

At ShopMy, you're building the future of human-led commerce for the world's best brands, tastemakers, and shoppers. You move fast and see immediate impact in your work, alongside accomplished teammates who are driven by helping find the world's best things. If you’re excited to help shape the future of curated commerce at the intersection of technology, culture, and taste, we’d love to meet you.

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