Director, Client Strategy - SMB

ShopMy

Advertising, PR

New York, NY - USA

Manager / Team Leader

Experteer Overview

As Director of Client Strategy, SMB, you will architect and lead a new, scalable pod to support 150–200+ brands with one-to-many programs. You’ll design systems that drive retention, product adoption, and self-serve education, partnering with Product, Marketing, and Support. This is a builder role focused on scalable webinars, CRM campaigns, and educational resources that replace heavy one-to-one touchpoints. You’ll coach a growing team, shape SMB strategy, and influence the product roadmap with strategic feedback. The opportunity combines technology, culture, and taste to advance ShopMy’s curated commerce mission.

Compensation / Benefits

Medical & Dental Coverage at 70%
Equity in ShopMy
Flexible PTO
14 weeks of parental leave
Wellness & Social Stipend
Technology Stipend

Responsibilities

Build the pod from zero to one with a defined service model, workflows, KPIs, and team structure
Design the one-to-many motion (webinars, CRM/lifecycle campaigns, in-product education) to drive adoption and retention
Stand up customer education (learning paths, LMS, self-serve content) and set operating cadence
Drive retention and upgrade pathways from entry packages to higher spend and upgrades
Coach and develop the team, manage onboarding, and cultivate talent
Be a visible voice for the SMB segment through webinars and scaled client-facing programming
Partner with Product to translate SMB needs into self-serve and automated solutions
Embed AI-driven workflows to expand team capabilities and shape AI deployment across Client Strategy
Align SMB strategy with company priorities and secure cross-functional buy-in

Key requirements

8-10+ years in customer success, account management, or customer operations with SMB experience
Direct experience standing up a scaled, digital service model
Proven ownership of scaled retention programs (webinars, CRM/lifecycle campaigns, education, LMS)
Background as an account manager or CSM early in career
Strong leadership and mentoring experience
Systems thinking with tooling, process design, and measurement ownership
Ability to collaborate with Product to shape self-serve solutions
Bachelor's degree
Experience in remote startup environments (bonus)

Leadership and people development Strategic problem solving and systems thinking Cross-functional collaboration CRM and lifecycle marketing Learning Management System (LMS) implementation Webinar platforms and digital program design

Description

As Director of Client Strategy, SMB, you will architect and lead a new, scalable pod to support 150–200+ brands with one-to-many programs. Y…

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