Director, SMB Client Strategy — Scale Retention & Adoption

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

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

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