Director, Client Strategy - SMB

1 month, 1 week ago
Full-time
Lead
Customer and Technical Support
ShopMy

ShopMy

ShopMy is a leading platform that empowers brands and content creators through software development, affiliate marketing, influencer marketing, and creator economy services. They specialize in product promotion on social media, making them the go-to ch...

Internet Software & Services
11-50
Founded 2020
$9M raised

Description

  • Build the SMB client strategy pod from the ground up, including the service model, operating cadence, KPIs, and team structure.
  • Design and run one-to-many programs such as webinars, CRM and lifecycle campaigns, in-product education, and scaled onboarding.
  • Stand up customer education resources, including learning paths, LMS content, self-serve materials, and related operations.
  • Drive retention, product adoption, spend, and package upgrades across a large SMB book of business.
  • Coach, develop, and onboard team members while creating growth opportunities and strengthening talent.
  • Serve as a visible leader for the segment by hosting or producing webinars and other client-facing programming.
  • Partner with Product, Marketing, and Support to improve client outcomes and translate SMB needs into roadmap priorities.
  • Embed AI-driven workflows and help define how AI is used across Client Strategy.
  • Align SMB strategy with company priorities and build cross-functional buy-in with peers and leadership.

Requirements

  • 8-10+ years of experience in customer success, account management, or customer operations, with meaningful SMB experience.
  • Direct experience building a one-to-many, scaled, or digital service model.
  • Proven ownership of scaled retention programs such as webinars, CRM/lifecycle campaigns, customer education, or LMS build-outs.
  • Background as an account manager or CSM earlier in your career.
  • Experience managing and mentoring a team.
  • Strong systems thinking and operational rigor, including ownership of tooling, process design, and measurement.
  • Ability to partner with Product on self-serve and automated solutions.
  • Bachelor's degree required.
  • Deep passion and understanding of the creator economy (preferred).
  • Prior experience in SaaS Customer Success at a company that scaled its service model as it grew (preferred).
  • Experience in a remote startup environment (preferred).
  • NYC-based is a plus, but not required.

Benefits

  • Base salary range of $150,000-$175,000 USD.
  • Equity in ShopMy for every employee.
  • Medical and dental coverage at 70%.
  • Flexible PTO, including birthday PTO.
  • 14 weeks of parental leave.
  • Wellness and social stipend.
  • Technology stipend.
  • Learning and development stipend.
  • 401(k) program with a 3% automated ShopMy contribution.
  • Wellhub membership.
  • Company retreats.
  • Brand new NYC HQ office.

Interested in this position?

Apply directly on the company website

Apply Now

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