[Hiring] Director, Client Strategy @ShopMy

Role Description

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

Qualifications

• 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
• 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
• 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 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

Benefits

• Medical & Dental Coverage at 70%
• Equity in ShopMy
• Flexible PTO
• 14 weeks of parental leave
• Wellness & Social Stipend
• Technology Stipend
• Learning & Development Stipend
• 401k program (3% automated contribution from ShopMy!)
• Wellhub Membership
• Company retreats
• Opportunity to monetize your influence - all employees build out a ShopMy page!
• Birthday PTO
• Brand new NYC HQ office