Director, Client Strategy - SMB

The role

You will build and lead a new pod to design and run a one-to-many service model for SMB brands. This role focuses on driving retention and platform adoption through scaled programs like webinars, CRM campaigns, and customer education.

What you will do

• Build the pod from zero to one by defining the service model, KPIs, and team structure
• Design one-to-many motions including webinar programs, CRM campaigns, and scaled onboarding
• Stand up customer education through learning paths, LMS, and self-serve content
• Drive retention and upgrade performance
• Coach and develop the team through feedback and growth opportunities
• Host or produce webinars and scaled client-facing programming
• Partner with Product to translate SMB needs into roadmap priorities
• Embed AI-driven workflows to expand team delivery
• Align SMB strategy with company priorities

Required qualifications

• 8-10+ years of experience in customer success, account management, or customer operations
• Meaningful time spent in the SMB segment
• Direct experience standing up 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
• Strong leadership skills and proven experience managing and mentoring a team
• Systems thinking and operational rigor
• Ability to partner with Product to shape self-serve and automated solutions
• Bachelor's degree

Nice to have

• 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

Benefits

• Equity in ShopMy
• Monetize Your Influence by building a ShopMy page
• 401(k) with 3% employer match, fully vested
• Medical, dental & vision benefits including 100% employer-paid medical option and dependent coverage
• Virtual mental health support, urgent care, and primary care visits at no cost
• Flexible PTO including birthday off
• 13 Company Holidays
• 14 Weeks of Paid Parental Leave
• Workplace & Wellness Stipends for wellness, home office, and Wellhub membership
• 100% employer-paid Disability & Life Insurance
• Health Care FSA/HSA
• Annual Company Offsite and Quarterly Team Co-Locations

Before you apply

• ShopMy will provide Form I-9 information to confirm work authorization upon hire

About the company

ShopMy is building infrastructure for human-led curation at scale to help brands run performance-driven creator programs. The company recently became a unicorn with a $1.5B valuation.