Director, Client Strategy – SMB

This is a fully remote position, open to applicants in New York.

📋 Description

• Establish the Client Strategy SMB pod from the ground up, outlining the service model, workflows, key performance indicators, and team organization.

• Create and manage one-to-many initiatives, which include webinars, CRM and lifecycle campaigns, in-product education, and large-scale onboarding.

• Collaborate with Product, Marketing, and Support to achieve positive client outcomes.

• Develop customer education through learning pathways, a Learning Management System (LMS), self-service content, and operational cadence.

• Enhance retention and upgrade results from entry-level packages by promoting product adoption, spending, and package enhancements.

• Mentor and grow the team through constructive feedback, development opportunities, onboarding, and talent cultivation.

• Host or produce webinars and extensive client-facing programs.

• Convert SMB requirements into priorities for the Product roadmap, focusing on self-service solutions.

• Integrate AI-driven workflows and contribute to the development of AI strategies within Client Strategy.

• Align the SMB strategy with organizational priorities and foster cross-functional support.

⛳️ Requirements

• 8–10+ years of experience in customer success, account management, or customer operations, with significant involvement in the SMB sector.

• Hands-on experience in developing a one-to-many, scalable, or digital service model.

• Demonstrated ownership of large-scale retention initiatives, including webinars, CRM/lifecycle campaigns, customer education, or LMS development.

• Previous experience as an account manager or Customer Success Manager (CSM).

• Strong leadership abilities with a proven track record in managing and mentoring a team.

• Proficient in systems thinking and operational discipline, including tools, process design, and metrics.

• Capability to collaborate with Product to develop self-service and automated solutions.

• Bachelor's degree is required.

• NYC residency is a plus, but not mandatory.

• Must complete employment authorization verification via E-Verify/Form I-9 upon hiring.

🏝️ Benefits

• Equity in ShopMy; all positions include equity.

• Employees have the opportunity to create and enhance their own ShopMy page.

• 401(k) plan with a 3% employer contribution, fully vested.

• Comprehensive medical, dental, and vision benefits, including a fully employer-paid medical option and coverage for dependents.

• Access to virtual mental health support, urgent care, and primary care visits at no cost for employees and their dependents.

• Flexible Paid Time Off (PTO), including a day off for birthdays.

• 13 paid company holidays.

• 14 weeks of paid parental leave.

• Remote-first work environment with an NYC headquarters.

• Stipends for workplace and wellness needs, including home office supplies and Wellhub membership.

• 100% employer-paid disability and life insurance.

• Health Care Flexible Spending Account (FSA) and Health Savings Account (HSA).

• Annual company offsite event.

• Quarterly team gatherings.