Director, Client Strategy - SMB

Join ShopMy – Powering the Future of Digital MarketingShopMy is transforming e-commerce by building the infrastructure for human-led curation at scale. We help brands run performance-driven creator programs while enabling top creators to monetize their influence and partner directly with the brands they love—driving discovery through trusted tastemakers and authentic recommendations.ShopMy recently became a unicorn, raising at a $1.5B valuation with backing from Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures.At ShopMy, you're building the future of human-led commerce for the world's best brands, tastemakers, and shoppers. You move fast and see immediate impact in your work, alongside accomplished teammates who are driven by helping find the world's best things. 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…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 beforeDesign 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 outcomesStand up customer education - learning paths, LMS, self-serve content, and the operating cadence behind themDrive retention and upgrade performance, including a measurable path from entry-level packages into product adoption, spend, and package upgradesActively coach and develop your team - providing frequent feedback, engineering growth opportunities, owning onboarding, and cultivating top-tier talentBe a visible voice for the segment, hosting or producing webinars and scaled client-facing programmingPartner with Product to translate SMB needs into roadmap priorities — this segment requires self-serve solutions, not headcountEmbed AI-driven workflows that expand what a small team can deliver, and help shape how AI is deployed across Client StrategyAlign SMB strategy with company priorities, partnering with peers and leadership to drive buy-in cross-functionallyYou Are Energized By:Building something from scratch - writing the playbook rather than inheriting oneDesigning systems and processes that work at scale, and getting energy from the leverage they createSolving for retention across a large, diverse book without one-to-one relationshipsTurning ambiguity into structure, and structure into repeatable programsPartnering with Product and Marketing as closely as with clientsLeading and developing a team in a fast-paced, remote startup environmentThe creator economy and the brands building in itWhat We Are Looking For:8-10+ years of experience in customer success, account management, or customer operations, with meaningful time spent in the SMB segmentDirect experience standing up a one-to-many, scaled, or digital service model - you've done this transition before, not just observed itProven ownership of scaled retention programs: webinars, CRM/lifecycle campaigns, customer education, or LMS build-outsBackground as an account manager or CSM earlier in your career - you know what the one-to-one motion delivers before you replace itStrong leadership skills and proven experience managing and mentoring a teamSystems thinking and operational rigor - you're comfortable owning tooling, process design, and measurementAbility to partner with Product to shape self-serve and automated solutionsBachelor's degree requiredBonus Points:Deep passion and understanding of the creator economyPrior experience in SaaS Customer Success at a company that scaled its service model as it grewExperience in a remote startup environmentNYC-based is a plus, but not requiredIn compliance with New York Pay Transparency Law, the salary range for this position is as shown. We note that salary information as a general guideline only, actual compensation may vary from posting based on the offer for this role, including the scope and responsibilities of the position, relevant work experience, key skills, education, training and business considerations. New York Pay Range$150,000—$175,000 USDThe 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:Medical & Dental Coverage at 70%Equity in ShopMyFlexible PTO14 weeks of parental leaveWellness & Social StipendTechnology StipendLearning & Development Stipend 401k program (3% automated contribution from ShopMy!)Wellhub MembershipCompany retreatsOpportunity to monetize your influence- all employees build out a ShopMy page!Birthday PTOBrand new NYC HQ office