Senior Manager, Product Support - Onboarding

Senior Manager, Product Support - Onboarding Remote - US Join ShopMy – Powering the Future of Digital Marketing ShopMy is revolutionizing the future of e-commerce by building the infrastructure for human-led curation at scale. ShopMy enables brands to launch and scale high-impact, performance-driven creator programs, while empowering the most influential creators to monetize their influence and partner directly with the brands they love. Through this operating system, ShopMy powers consumers to discover and buy the world's best products through premium brands, culture-driving tastemakers, and authentic human curation. ShopMy recently became a unicorn, raising at a $1.5B valuation with backing from Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures. If you’re excited to help shape the future of curated commerce at the intersection of technology, culture, and taste, we’d love to meet you. About the Role We are seeking a Senior Manager, Brand Onboarding to join our Product Support team. This is an individual contributor role responsible for owning the brand onboarding experience end-to-end from post-sale through go-live — while driving the systems, standards, and cross-functional initiatives that allow the function to scale. You’ll operate at the intersection of client success, product operations, and strategic execution, bringing both hands-on delivery and high-level thinking to every challenge. Your Impact In The Role Own the full brand onboarding lifecycle from post-sale through go-live, managing a mixed Shopify and non-Shopify queue and ensuring every brand has a clear, well-executed path to launch Monitor onboarding health at the queue level — tracking timelines, actioning churn risks, and driving resolution of systemic blockers before they impact brands at scale Define quality standards and escalation protocols for onboarding, ensuring consistency across all touch points and teammates Lead large, cross-functional initiatives with company-wide impact — whether that’s improving go-live rates, reducing time-to-value, or partnering with Product and Engineering on platform improvements Partner with the Director of Product Support on long-term strategy, anticipating scale challenges and building preventative solutions Serve as a thought partner and informal mentor to junior team members, helping them grow their skills and navigate complex client situations Leverage AI tools and automation to improve onboarding efficiency, reduce manual lift, and surface insights that drive better client outcomes — and influence how the broader team adopts and scales these capabilities You Are Energized By Owning complex problems from discovery through resolution — and building systems so they don’t recur Operating at both the strategic and tactical level: amplifying the function one week, owning a high-stakes onboarding the next Using data to create clarity for others and make confident tradeoffs under uncertainty Acting as a trusted cross-functional partner to Product, Engineering, Sales, and CS teams Fast-moving, high-growth environments where priorities shift and adaptability is a strength What We Are Looking For Bachelor’s degree or equivalent experience 4–6 years of experience in client onboarding, client success, or a related implementation role, with at least 1–2 years managing complex, multi-stakeholder projects independently Demonstrated experience in e-commerce and/or affiliate marketing; familiarity with Shopify strongly preferred Proven ability to manage a portfolio of accounts simultaneously, balancing urgency, quality, and relationship management Strong data fluency — comfortable synthesizing support metrics, onboarding timelines, and customer signals into actionable insights Strong written and verbal communication skills, including the ability to present clearly to leadership and influence cross-functional stakeholders Experience identifying systemic issues and driving durable fixes, not just resolving individual cases Excellent time management and prioritization skills; knows what to push forward and what to park Experience working with Enterprise and Premium Brands Bonus Points Experience working in a startup or high-growth SaaS environment Familiarity with Zendesk, Intercom, or similar support tooling Knowledge of the creator economy, influencer marketing, or affiliate platforms Experience working with or alongside AI support tools (e.g., Fin AI, Claude, or similar) The provided salary range is base salary, exclusive of bonus potential or commission and is a good faith estimate of cash compensation. ShopMy is flexible pending candidate's experience and how our business needs evolve throughout the search. Every employee of ShopMy receives equity on top of cash compensation! ShopMy offers a bundle of benefits on top of being a great place to work. Our teammates are provided benefits such as: Equity in ShopMy Flexible PTO 14 weeks of parental leave Wellness & Social 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 #J-18808-Ljbffr Shoplist