Director, SMB Client Strategy & Scale

Shopmy; New York (NY); On-site; USD 150,000 - 175,000; Full time

Benefits offered by this job

Equity in ShopMy

Flexible PTO

14 weeks parental leave

Wellness & Social Stipend

Learning & Development Stipend

401k program

Job summary

ShopMy is seeking a Director of Client Strategy, SMB in a fast-paced, remote startup environment. You will build a brand-new pod to deliver scalable retention and product adoption for 150-200+ brands through webinars, lifecycle campaigns, and self-serve resources.

You’ll coach a growing team and partner with Product to shape self-serve solutions for SMB customers. In this leadership role, you will drive engagement, retention, and upgrades by creating repeatable, scalable programs while aligning

Qualifications

• 8-10+ years in customer success, account management, or customer operations, with SMB focus.
• Experience standing up a scaled or digital service model.
• Proven ownership of scaled retention programs: webinars, CRM/lifecycle campaigns, customer education, or LMS builds.

Responsibilities

• Build the pod from zero to one with defined service model, KPIs, and team structure.
• Design the one-to-many motion: webinars, CRM/lifecycle, in-product education, onboarding.
• Stand up customer education via learning paths and self-serve content.
• Drive retention and upgrade performance with measurable adoption paths.
• Coach and develop the team with onboarding and growth opportunities.
• Be the voice for the SMB segment, hosting webinars and client-facing programs.
• Partner with Product to translate SMB needs into roadmap priorities and self-serve solutions.
• Embed AI-driven workflows to scale what a small team can deliver.

Skills

Scaled retention programs

One-to-many service model

Leadership & mentoring

Cross-functional partnership

AI-driven workflows

Education

Bachelor's degree

Tools

CRM

LMS

Webinar software

Job description

ShopMy is seeking a Director of Client Strategy, SMB in a fast-paced, remote startup environment. You will build a brand-new pod to deliver scalable retention and product adoption for 150-200+ brands through webinars, lifecycle campaigns, and self-serve resources.

You’ll coach a growing team and partner with Product to shape self-serve solutions for SMB customers. In this leadership role, you will drive engagement, retention, and upgrades by creating repeatable, scalable programs while aligning