Director, Client Strategy – SMB

ShopMy

. Build the Client Strategy SMB pod from zero to one, defining the service model, ways of working, KPIs, and team structure .

Posted 10/31/2026full-timeRemote • New York • United StatesLead💰 $150,000 - $175,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and executing client strategies for SMBs, focusing on retention programs, customer education, and cross-functional collaboration. Proven ability to lead teams, develop scalable service models, and leverage AI-driven solutions to enhance client outcomes.

Highest-signal resume keywords

Customer Success ManagementScaled Retention ProgramsTeam LeadershipSystems ThinkingDigital Service Model

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer OperationsAccount ManagementWebinar ProductionCRM CampaignsLMS DevelopmentProcess DesignKPI MeasurementAI DeploymentProduct Roadmap PrioritizationClient Education

Soft Skills

CoachingMentoringCollaborationFeedback DeliveryGrowth Mindset

Certifications & Qualifications

Bachelor's Degree

Industry Keywords

SMB SegmentClient StrategyCustomer EducationSelf-Serve SolutionsOperational Rigor

About the role

Key responsibilities & impact

Build the Client Strategy SMB pod from zero to one, defining the service model, ways of working, KPIs, and team structure
Design and run one-to-many programs including webinars, CRM and lifecycle campaigns, in-product education, and scaled onboarding
Partner with Product, Marketing, and Support to deliver client outcomes
Establish customer education through learning paths, an LMS, self-serve content, and operating cadence
Drive retention and upgrade performance from entry-level packages through product adoption, spend, and package upgrades
Coach and develop the team through feedback, growth opportunities, onboarding, and talent development
Host or produce webinars and scaled client-facing programming
Translate SMB needs into Product roadmap priorities focused on self-serve solutions
Embed AI-driven workflows and help shape AI deployment across Client Strategy
Align SMB strategy with company priorities and drive cross-functional buy-in

Requirements

What you’ll need

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, including webinars, CRM/lifecycle campaigns, customer education, or LMS build-outs
Earlier-career background as an account manager or CSM
Strong leadership skills and proven experience managing and mentoring a team
Systems thinking and operational rigor, including tooling, process design, and measurement
Ability to partner with Product to shape self-serve and automated solutions
Bachelor's degree required
NYC-based is a plus, but not required
Must complete employment authorization verification through E-Verify/Form I-9 upon hire

Benefits

Comp & perks

Equity in ShopMy; all roles receive equity
Employees can build and grow their own ShopMy page
401(k) with 3% employer contribution, fully vested
Medical, dental, and vision benefits, including a 100% employer-paid medical option and dependent coverage
Virtual mental health support, urgent care, and primary care visits at no cost for employees and dependents
Flexible PTO, including birthday off
13 company holidays
14 weeks of paid parental leave
Remote-first culture with an NYC HQ
Workplace and wellness stipends for wellness, home office needs, and Wellhub membership
100% employer-paid disability and life insurance
Health Care FSA/HSA
Annual company offsite
Quarterly team co-locations